Manager, Customer Success

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.

Smartsheet is looking for a proven leader to help build, operate, and scale our Customer Success team. 

As Manager of Customer Success, you will build and manage a team of Customer Success professionals and partner with other Managers and Sr Manager of Customer Success in Costa Rica and the Director of Customer Success in the US to execute on the overall team vision. You will collaborate with the Sales and Marketing and Customer Excellence Global Shared Services teams to help drive growth of our business. This role is responsible for driving meaningful product utilization, customer engagement and retention, by leveraging a scaled customer success strategy.

You will report to a Sr Manager of Customer Success based in Costa Rica.

You Will: 

• Hire, manage and develop a team of Customer Success professionals
• Meet or exceed any set objectives at an individual and team level as applicable
• Set expectations and build engagement with internal team members, grow a strong collaborative team and foster career growth for the group
• Drive the execution to onboard, enable, and expand usage and revenue within our customer base
• Use data to track performance, forecast retention, and create customer insight
• Partner with Sales, Marketing, Support, Professional Services, to deliver a consistent customer journey that drives positive customer satisfaction, referrals, account retention and growth
• Build/refine programs and initiatives to drive continuous improvement and scale
• Bring innovative ideas and VoC to the group to help drive the next stages of the business
• Drive operational excellence across the Customer Success team
• Accomplish other tasks as assigned

You Have: 

• Strong leadership, business development, organization, team building and management, communication (verbal, written and presentation), and interpersonal skills
• Experience working in a fast-paced, high growth software company
• 2+ years working in a leadership capacity
• 4+ years of Customer Success, Account Management, or Technical Account Management experience, preferably within Enterprise SaaS
• Passion and demonstrated ability for mentoring and team growth
• Demonstrated ability to lead a Customer Success or Account Management team
• Outstanding multi-task management skills across a varied set of responsibilities
• Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet’s benefits, use cases, and business and technical elements
• Experience and success partnering across departments
• Willing to travel based on business need
• Bachelors (BA/BS) degree required
• Strong command of English language both oral and written (C1+ and above)

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members
• Monthly stipend to support your work and productivity
• 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 LinkedIn Learning 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)

About Smartsheet

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us! 

Get to Know Us:

At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, and Japan. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. 

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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