Senior Customer Success Manager, Key Accounts

Summary

Join Smartsheet as a Senior Customer Success Manager, Key Accounts! Manage a portfolio of large enterprise accounts, driving customer satisfaction, engagement, and growth. You will be the primary point of contact, providing strategic guidance and ensuring customers realize value from Smartsheet. This role requires extensive SaaS account management experience, strong technical leadership, and excellent communication skills. The position reports to a Sr. Manager and offers remote work options from the East Coast. This is a career-defining opportunity to significantly impact the Collaborative Work Management (CWM) space. Smartsheet offers a competitive salary and a comprehensive benefits package.

Requirements

• Extensive experience managing Fortune 100 / Global Accounts
• Extensive experience with XaaS model with a focus on Customer Success
• History of building successful relationships with VP and C-Level customer contacts
• The ability to respectfully challenge and drive meaningful change with customers
• Advanced business acumen (e.g. Financial, Value, Strategy)
• Smartsheet Product and System Administrator Certification (or ability to obtain within 3 months of hire)
• Reside on the East Coast

Responsibilities

• Develop and execute comprehensive engagement strategies and joint-success plans across assigned accounts
• Make data-driven decisions to mitigate risk, increase adoption and uncover new opportunities
• Be a product expert
• Serve as a strategic partner, guiding customers to outcomes-based value with our platform
• Align to and document customer use cases that support business critical functions and/or competitive advantages
• Seek out and develop relationships with customer executives
• Perform Quarterly and Executive Business Reviews
• Build relationships and drive positive change across internal teams, working closely with Sales, Support, Product and Training as a catalyst for continuous improvement and customer advocacy
• Met or exceed quarterly goals (e.g. Net Dollar Retention) and MBOs
• Be a thought leader - helping us improve and scale our business while providing mentorship to emerging CS talent
• Perform other duties as assigned

Preferred Qualifications

Project Portfolio Management (PPM) knowledge and experience

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 LinkedIn Learning 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)