Customer Success Manager (Brandfolder)

Smartsheet is looking for a  Customer Success Manager to manage a set of accounts for our Digital Asset Management (DAM) and Content Automation (CA) products. This CSM will align with the greater account team on customer activities and engage with customers to drive meaningful business outcomes. For you, this is a career-defining opportunity to join us at an essential moment and have a significant impact. You have experience with Software as a Service (SaaS) Customer Success, maintaining high customer renewal rates as a result of ongoing customer engagement and technical thought leadership. This important role will report to a Manager of Customer Success and is Sydney based. You Will: Collaborate with the greater account team to execute engagement activities, manage escalated situations, analyze / report on risk or expansion opportunities, and manage contract renewal Work with customer post-onboarding to ensure adoption and ongoing engagement throughout the customer's lifetime Deliver engagement programs like business reviews and adoption reviews to maintain high customer satisfaction and drive business outcomes Become a Digital Asset Management (DAM) and Content Automation expert - provide a consultative approach with customers by listening to business needs and making best practice recommendations for their DAM Explain technical subjects to non-technical end-users Liaise with internal stakeholders (sales, support, product, legal, etc) to advocate for customer needs, expedite requests - be the voice of the customer Develop tools and and best practices to ensure customers are realizing the greatest possible value from Brandfolder by Smartsheet Analyze usage data to forecast risk and opportunities; present usage data to customer to help prove ROI and visualize impact Collaborate with greater account team (Account Management and territory CSM) to manage and resolve escalated scenarios and drive key activities as a united account team Exceed all performance targets, includes quarterly MBO’s, net revenue retention rates, and on time renewals Nurture Brandfolder by Smartsheet customer champions to move the the business forward with case studies, events, referrals, and more  Negotiate and manage contract downgrades with business owners, decision-makers, IT groups, and / or procurement teams Provide status updates on risk and renewal forecasting through Salesforce and Gainsight Log meeting notes and key engagements in Gainsight   You Have: Account management or Customer Success experience with mid to later stage SaaS software 3+ years of experience maintaining valuable and outcome-based relationships with a diverse customer account base Outstanding task management skills across a varied set of responsibilities Passion for working with leading edge, web-based technologies and a desire to understand Brandfolder's benefits, use cases, and technical elements Experience working with or on a marketing or creative team is a nice-to-have and can help you accelerate in the role Experience with creative software tools in the marketing technology space is a nice-to-have and can help you accelerate in the role Willing to travel periodically based on customer and business need   Equal Opportunity Employer: Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know. Get to Know Us: At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us! #BI-Remote #LI-Remote