Smartsheet is looking for a Customer Success Manager to manage a set of large commercial accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. You will be the primary contact for important customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted Smartsheet advisor. 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) account management, maintaining high customer renewal rates as a result of ongoing customer engagement and technical leadership.
This important role will report to a Manager of Customer Success - Commercial and may work remotely from the East Coast.
You Will:
Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime
Implement a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
Be the Smartsheet expert, providing guidance and addressing challenges on work/ project management and collaboration to customers
Explain technical subjects to non-technical end-user personnel in large enterprises
Understand customer needs and address concerns
Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account
Develop tools and and best practices to ensure customers are realizing the greatest possible value from Smartsheet
Use usage patterns to gain insights, provide guidance and increase customer satisfaction
Be the primary interface to manage and resolve important situations
Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities
Provide expert customer insight to product management, marketing and sales on what innovation and improvement in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale
Exceed all performance targets, including maintaining high unit renewal rates
Accomplish other tasks as assigned
You Have:
Account management 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 Smartsheet's benefits, use cases, and technical elements
Willing to travel periodically based on customer and business need
Authorization to work in the U.S. for any employer on an ongoing basis
Must be located in the East Coast region of the United States
Perks & Benefits:
100% employer-paid medical, dental, and vision coverage for full-time employees
Equity - Restricted Stock Units (RSUs) with all offers
Lucrative Employee Stock Purchase Program (15% discount)
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Incidental Sick Leave
Up to 24 weeks of Parental Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to LinkedIn Learning online courses
Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S.
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Smartsheet provides a reasonable range of compensation for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive bonus and RSU stock grant upon accepted offer. California & New York: $86,400 to $129,600 | All other US States: $80,000 to $120,000.
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!
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