Senior Customer Success Manager, Commercial

Summary

Join Smartsheet as a Sr. Customer Success Manager to manage commercial accounts, improve customer satisfaction, and drive growth.

Requirements

• 5+ 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
• Willing to travel based on customer and business need
• Legal eligibility to work in the U.S on an ongoing basis

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
• Perform other duties 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)