[Hiring] Customer Success Manager II, Enterprise @Smartsheet

Role Description

Smartsheet is looking for a Customer Success Manager to manage a set of large enterprise accounts and improve customer satisfaction, application engagement, customer retention, and growth. You will be the primary contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Smartsheet.

You will report to a Sr. Manager of Customer Success and may work remotely. Due to the collaborative nature of this role with Account Teams (Sales, Presales, Services), ideal candidates live in the Central or Eastern United States.

• Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle.
• Partner with a cross-functional account team to develop a territory plan that maximizes customer satisfaction, retention, and expansion.
• Develop and execute a data-driven enablement strategy that increases customer adoption, showcases product value, and strengthens customer relationships.
• 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.

Qualifications

• 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.
• Willing to travel based on customer and business need.
• Authorization to work in the U.S. for any employer on an ongoing basis.

Benefits

• Employer subsidized medical/vision and dental coverage for full-time employees.
• 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 Sick Time Off.
• 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).
• Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from.
• Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location.
• This role will be eligible for a market competitive incentive opportunity.
• US Base Salary Pay Range: $85,000 — $115,000 USD.