Customer Success Program Manager

Summary

Join Smartsheet's Digital and Scale Customer Success team as a Scaled Customer Success Program Manager. Partner with various teams to operationalize programs, draw insights from customer success motions, and drive value for customers at scale. You will leverage data to examine trends, create effective programs, and optimize the CSM experience. This high-growth opportunity requires experience in a SaaS B2B company and a blend of leadership, influence, business insight, communication, and project management skills. The role reports to the Sr. Director, Customer Success and can be based at one of our offices or remotely. You will be responsible for executing strategies, building value-based programs, leveraging data and automation, and partnering with key stakeholders to ensure alignment and best practices.

Requirements

• Experience working in a fast-paced, high growth software company on a post sale team, preferably 3+ years of customer-facing experience, working cross-functionally and managing customer transformation programs
• 2 years+ experience articulating the value of robust solutions on customer business outcomes and a desire to utilize your experiences at scale to impact thousands of daily users
• Experience and success partnering across departments
• Passion for analyzing complex problems, developing recommended solutions, and executing on your initiatives
• Outstanding project management skills across a varied set of responsibilities
• 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
• Strong presentation skills and the ability to communicate complex information broadly to an audience of varying skill levels

Responsibilities

• Execute the strategy for scaled customer success: design and manage programs and execute the related plays in Gainsight (and other tools) for CS execution, uncover insights and report on their effectiveness and roadmap for innovations
• Build and execute value-based programs and motions designed to increase the value a customer receives from Smartsheet which are in-line with the current CS objectives and expectations
• Leverage data, tooling and automation to optimize the CSM experience in relation to management, renewal and expansion of their book
• Deeply understand Smartsheet customers’ core lifecycle to develop repeatable and scaled customer motions that accelerate growth and reduce churn
• Partner closely with Digital Engagement Managers to analyze trends and execute new opportunities for digital within the CSM base
• Be an advisor and thought partner to business leaders crafting strategies for CSMs
• Align and collaborate with key stakeholders in Customer Outcomes Journey, Marketing, Product Marketing, Business Intelligence and Revenue Operations
• Ensure alignment to best practices in design and execution in order to support a land, adopt and expand motion
• Utilize data analytics to monitor customer health and drive data-driven decision-making across the organization
• Develop and implement scalable processes, frameworks, and best practices to optimize work and influence team behavior
• Drive continuous improvement and innovation in customer success programs, leveraging industry best practices and customer feedback
• Implement feedback loop processes based on offering gaps identified by CSMs and customers

Preferred Qualifications

Bachelor's degree in a relevant field

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)