Sr. Customer Success Manager, Commercial
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 Sr. Customer Success Manager to manage a set of commercial 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 have a track record for Software as a Service (SaaS) account management and maintaining high customer renewal rates because of ongoing customer engagement and technical leadership.
You will report to a Manager of Customer Success - Commercial Accounts and may work remotely. Due to the collaborative nature of this role with Account Teams (Sales, Presales, Services) ideal candidates will be within driving proximity of our regional hub in Boston, MA.
You Will:
- 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
You Have:
- 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
Perks & 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
- 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)
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. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. $105,000 - $135,000
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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