Customer Success Manager II, Key Accounts

Summary

Join Smartsheet as a Customer Success Manager II, Key Accounts to manage large enterprise accounts. You will drive customer satisfaction, engagement, adoption, retention, and growth, serving as the primary point of contact. Responsibilities include onboarding customers, providing expert guidance, collaborating with a cross-functional team, performing business reviews, and ensuring customer value realization. This role requires 3+ years of Customer Success or Account Management experience, strong technical communication skills, and the ability to build customer relationships. The ideal candidate will possess Smartsheet technical proficiency and a passion for web-based technologies. This is a career-defining opportunity to significantly impact the Collaborative Work Management (CWM) space.

Requirements

• 3+ years of Customer Success or Account Management experience (or equivalent)
• The ability to explain technical subjects to non-technical personnel
• The ability to establish credibility and trust with customers and internal stakeholders
• 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

Responsibilities

• Onboard and mature Enterprise-level customers, driving adoption and continued engagement throughout the customer lifecycle
• Be the Smartsheet expert, providing guidance to allow customers to increase collaboration and create impact across their organization and with external parties
• Partner with a cross-functional account team to develop a territory plan that mitigates risk and drives expansion
• Perform Quarterly Business and Executive Business Reviews
• Collect use cases, identify high impact solutions and document tangible value
• Ensure customers are realizing the greatest possible value from Smartsheet
• Facilitate the resolution of critical situations
• Work with the Sales, Training and Professional Services teams to expand customer use of Smartsheet
• Provide customer insight to Product, Engineering, Marketing and Sales on innovation and continuous improvement opportunities
• Meet and ideally exceed performance goals and variable compensation targets
• Perform other duties as assigned

Preferred Qualifications

Smartsheet technical proficiency

Benefits

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
• Stock - Restricted Stock Units (RSUs) for eligible roles
• 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
• 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)