Remote Senior Customer Success Manager
Smartsheet
π΅ $105k-$135k
πRemote - United States
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Job highlights
Summary
Join Smartsheet as a Sr. Customer Success Manager, Strategic Accounts to manage large strategic accounts, improve customer satisfaction, and drive growth.
Requirements
- 3+ years of Customer Success or Account Management experience (or equivalent)
- The ability to explain technical subjects to non-technical personnel in large enterprises
- Good at building credibility and trust with customers and internal stakeholders by understanding their requirements
- 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
Responsibilities
- Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle
- Accomplish a comprehensive engagement and communications strategy that maintains high customer satisfaction
- Be the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties
- Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account
- Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet
- Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction
- Be the primary interface to manage and resolve critical situations
- Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet
- Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities
- Exceed all performance targets, including maintaining high retention and growth rates
- Accomplish other tasks as assigned
Benefits
- HSA
- 100% employer-paid premiums
- 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)
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