Customer Success Manager II

Summary

Join Brandfolder by Smartsheet as a Customer Success Manager and manage a set of commercial accounts for their Digital Asset Management (DAM) product. This role involves collaborating with the account team, engaging with customers to drive business outcomes, and ensuring customer adoption and satisfaction. You will become a DAM expert, providing consultative advice and technical guidance to customers. This position requires experience with SaaS Customer Success, strong communication skills, and a passion for working with leading-edge technologies. The role reports to a Sr. Manager of Customer Success and can be performed remotely from the Western or Central United States.

Requirements

• 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
• Willing to travel periodically based on customer and business need
• Authorization to work in the U.S. for any employer on an ongoing basis

Responsibilities

• 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) 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

Preferred Qualifications

• 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

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)