Business Systems Manager, Customer Success

Summary

Join Smartsheet as a Business Systems Manager, Customer Success - Digital and Scale! Partner with Customer Success teams and leaders to optimize the customer journey and enhance digital engagement. You will oversee and evolve Customer Success systems and tools, collaborate with cross-functional teams, and analyze data to identify areas for improvement. This role requires strong analytical and communication skills, experience with various systems and tools, and a passion for optimizing workflows. The position reports to the Sr. Director and offers remote work options. Smartsheet provides a competitive salary and benefits package.

Requirements

• 5+ years of experience in a business systems management role within a Customer Success or SaaS environment
• 5+ years experience articulating the value of robust systems on customer business outcomes and a desire to utilize your experiences to optimize CS workflows
• Bachelor's degree in Business, Information Systems, or experience in related field
• Strong knowledge of CS Management systems (e.g., Gainsight) and customer success platforms
• Experience with tools such as SQL, Excel (advanced), BI platforms (Tableau, PowerBI) and analytics tools
• Familiarity with complex data structures, APIs, and system integrations
• Proficiency in data analysis and reporting tools (e.g., Excel, Tableau, Power BI)
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills
• Ability to work independently and manage multiple priorities in a fast-paced environment

Responsibilities

• Oversee the design, administration, usage, and evolution of Customer Success systems and tools within Digital and Scale (e.g., CS Platform, Analytics Tools, Omnichannel Campaign Tools, Customer Hub) as the business stakeholder as a key partner to the GTM Strategy and Ops team
• Have a deep understanding of CS objectives to identify opportunities for system enhancements and process improvements that will increase the efficiency and effectiveness of CSMs and CS workflows
• Collaborate with CS Ops, BI, and other departments on work prioritization, system upgrades, and new integrations
• Partner with Data Analysts to maintain dashboards and reports to track key performance indicators (KPIs) and metrics for the Customer Success team
• Support the Digital and Scale teams with tool key metric analysis such as utilization and customer impact for programs and campaigns
• Analyze data across multiple systems to identify trends, insights, and areas for improvement in how we work and use our tooling
• Identify gaps/areas for improvement within the tooling environment and support the evaluation and selection of new tooling
• Provide actionable recommendations based on data analysis to drive new customer success initiatives
• Evaluate and streamline Customer Success processes to enhance productivity and customer satisfaction
• Uncover new ways to extract value from tooling to meet customer success goals
• Implement best practices and standard operating procedures (SOPs) for system usage and data management
• Conduct regular audits to ensure data accuracy and system integrity
• Provide training and support to Customer Success team members on system usage and best practices for Digital and Scale programs
• Create and maintain documentation and training materials for systems and processes
• Serve as the primary point of contact for system-related inquiries and issues
• Work closely with Sales Ops, Marketing, Product, and BI teams to ensure alignment and integration of systems and processes
• Participate in cross-functional projects and initiatives to support business goals and customer success

Preferred Qualifications

• Experience with process improvement methodologies is a plus
• Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet's benefits, use cases, and business and technical elements
• Bachelor's degree in a relevant field is preferred
• Strong presentation skills and the ability to communicate complex information broadly to an audience of varying skill levels
• Advanced analytical and problem-solving skills, with the ability to break down complex problems and identify actionable insights
• Strong knowledge of data analysis techniques, including statistical analysis, forecasting, and trend identification

Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• 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 Sick Time Off
• 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
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy 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. (role specific)
• Smartsheet provides a competitive base salary range 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 incentive opportunity