Sr. Customer Success Manager, Commercial (Remote Eligible)

Job Description

Smartsheet is looking for a Senior Customer Success Manager to manage a set of large commercial accounts and improve customer satisfaction, application engagement, customer retention, and growth. You will be the primary contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Smartsheet. You have a proven track record working in Software as a Service (SaaS) customer success, account management, consulting, and/or sales roles. You maintain high customer renewal rates because of ongoing customer engagement, business value, and ability to demonstrate technical knowledge to help guide customers on the Smartsheet platform.

You will report to a Sr. Manager, Customer Success and will be based remotely in the Field or out of our Bellevue office, working with accounts in the West Region.

You Will:

• Perform initial onboarding with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle
• Accomplish a comprehensive engagement and communications strategy that maintains high customer satisfaction
• Be a Smartsheet technical product expert who provides guidance to allow customers to create impact and increase collaboration across their organization and with external parties
• Deliver customer success plans and business reviews that confirm satisfaction, prove value of the platform and highlight areas of opportunity for our customers’ business
• Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet
• Leverage usage patterns to gain insights, provide guidance, and increase customer adoption and satisfaction
• Be the primary interface to manage and resolve critical situations
• Work with the Sales, Training, and Professional Services teams to identify new opportunities to expand customer use of Smartsheet
• Provide expert customer insight to Product Management, Marketing, and Sales on innovation and continuous improvement opportunities
• Exceed all performance targets, including maintaining high net retention and product engagement

You Have:

• Customer Success or Account Management experience (or equivalent) supporting a portfolio of enterprise accounts.
• The ability to explain technical subjects to non-technical personnel in large enterprises
• A proven track record of building credibility and trust with customers and internal stakeholders by understanding their requirements and helping them architect solutions that delight and provide significant value/ROI
• Experience maintaining valuable and outcome-based relationships with a diverse customer account base
• Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elements
• Bachelor's degree in relevant field, or equivalent experience
• Willing to travel based on customer and business need
• Authorization to work in the U.S. for any employer on an ongoing basis

Perks & Benefits:

• 100% employer-paid medical, dental, and vision coverage for full-time employees
• Equity - Restricted Stock Units (RSUs) Equity 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, primary care membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)

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, 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!