Remote Manager, Customer Success

Summary

Join Smartsheet as a Manager of Customer Success to help build and scale our Customer Success team. As a Manager of Customer Success - Commercial, you will manage a team of Customer Success Managers and partner with the Director of Customer Success and internal teams to execute on the overall company vision.

Requirements

• 3+ years working in a leadership capacity
• 4+ years of Customer Success, Account Management, or Technical Account Management experience
• Strong leadership, business development, organization, team building and management
• Experience working in a fast-paced, high growth software company
• Passion and demonstrated ability for mentoring and team growth
• Demonstrated ability to lead a Customer Success or Account Management team
• Outstanding 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
• Experience and success partnering across departments
• Willing to travel periodically based on customer and business need
• Bachelors (BA/BS) degree required

Responsibilities

• Manage, develop, coach and mentor a team of Customer Success Managers focused on meeting and exceeding set business targets and Key objectives
• Exceed Net Retention, Loss, Engagement, and Adoption Targets
• Set expectations with internal team members, grow a strong collaborative team and foster career growth
• Guide the execution to onboard and expand usage and revenue within our customer base
• Use data to track performance, forecast retention, and create customer insight
• Partner with Marketing, Support, Professional Services, and Sales to create a consistent customer journey that creates positive customer satisfaction, referrals, and account growth
• Build/refine programs to drive continuous improvement and scale
• Bring creative ideas to the group to help drive the next stages of the business
• Improve operational excellence across the Customer Success team
• Accomplish other tasks as assigned

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
• 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
• 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)