Customer Success Manager

Job Description

Smartsheet is looking for a Customer Success Manager to manage a set of large accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. You will be the primary contact for customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted Smartsheet advisor. You have Software as a Service (SaaS) account management experience, and maintain high customer renewal rates as a result of ongoing customer engagement and technical leadership.

You will report to a Manager of Customer Success and will be based in Sydney, Australia.

With a commitment to investing in the APAC region to better serve new and existing customers in Australia, New Zealand, Japan and the greater Asia Pacific geography, Smartsheet opened up its third international office in Sydney at the beginning of the fiscal year in February 2020! This is an amazing opportunity to be a part of Smartsheet at this exciting time, working with a best in class team to build and expand the Smartsheet brand across a new and emerging market!

You Will:

• Implement a comprehensive engagement and communications strategy that maintains high customer satisfaction
• Be the Smartsheet expert, providing guidance and addressing challenges on work/ project management and collaboration to customers
• 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 best practices to ensure customers are realising the greatest possible value from Smartsheet
• Use usage patterns to gain insights, provide guidance and increase customer satisfaction
• Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities
• Partner with the Sales team on collaborative and complementary projects which promote enduring customer success
• Provide expert customer insight on innovation and continuous improvement opportunities around user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates
• Exceed all performance targets, including maintaining high unit renewal rates
• Accomplish other tasks as assigned

You Have:

• 2+ years of Account management experience in a technology/software environment
• Experience maintaining valuable and outcome-based relationships with a diverse customer account base
• Creativity when driving user engagement and adoption
• 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
• The ability to explain technical subjects to non-technical end-user personnel in large enterprises
• The ability to build trust by understanding customer requirements and addressing concerns
• Willing to travel periodically based on customer and business need

About Smartsheet

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, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. 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 welcome diverse perspectives and people who aren’t afraid to be innovative—join us!