Senior Manager, Customer Success

Summary

Join Smartsheet as a Sr. Manager of Customer Success and lead a team of professionals to exceed business targets. You will strategically empower your team to onboard and expand usage and revenue within the customer base. Leverage data to track performance, forecast retention/risk, and create customer insights. Partner with various internal teams to create a positive customer journey and improve customer satisfaction. This role requires 12+ years of experience, including 5+ years in leadership and 8+ years in Customer Success or Account Management within a technology/software environment. The position is open to being 100% remote from anywhere within Costa Rica.

Requirements

• 12+ years of experience
• 5+ years working in a leadership capacity
• 8+ years of Customer Success or Account management experience in a technology/software environment, or Technical Account Management experience within Enterprise SaaS
• Bachelor's (BA/BS) degree
• Strong problem-solving abilities with experience utilizing data to identify trends and opportunities for process improvement within a business
• Ability to thrive in a quickly evolving and demanding environment
• Experience working in a cloud applications
• Passion and demonstrated ability for Business development, organization, team building mentoring and team growth
• Demonstrated success in managing a Customer Success or Account Management team
• Outstanding management skills across a varied set of responsibilities
• Demonstrable experience and prior success in partnering closely with Sales, Channel & Customer Success leadership to improve operations, processes, etc
• Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet’s benefits, use cases, and business and technical elements
• Experience in the software sales industry with knowledge of software subscriptions and SaaS licensing methodologies
• Familiarity with Enterprise procurement processes
• Proficiency with Salesforce.com CRM

Responsibilities

• Lead, develop, coach and mentor a team of Customer Success professionals and CS managers to meet and exceed set business targets and key objectives
• Strategically empower your team to onboard and expand usage and revenue within our customer base using our Customer Success Offerings
• Enhance existing data to build insights and track performance, accurately forecast retention/risk, and create customer insight
• Leverage data in internal applications like Salesforce and Gainsight to understand customer product usage and health metrics, flag risks and mitigate losses, and forecast potential account growth
• Enable your team for success through sharing of best practices, mentorship, expectation & goal setting, and performance management
• Set a clear vision of success and what good looks like; aligning the team around key objectives and removing obstacles hindering team success
• Review team progress against goals, identify top at-risk accounts, and prioritize actions to mitigate churn and seize growth opportunities
• Partner with Marketing, Support, Professional Services, and Sales to create a positive customer journey that delights customers, improves customer satisfaction, inspires referrals and guides account growth
• Build/refine programs with a focus on operational excellence, process improvements and scale
• Bring creative ideas to help improve the next stages of the business
• Empower and enable your team to manage renewal cadence and ensure on-time renewals
• Provide direction and customer facing support for escalations, business reviews and renewal negotiations
• Communicate and provide timely insight into monthly and quarterly churn pipeline to CS LT
• Create a culture of inclusivity and collaboration, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities
• Deliver transformational leadership in the Smartsheet Way to motivate and engage the team. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization
• Other job duties as assigned

Benefits

• Fully paid Health & Life insurance for full-time employees and family members
• Equity - Restricted Stock Units (RSUs) for eligible roles
• Monthly stipend to support your work and productivity
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption 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 and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role specific)