Sr. Director, Customer Success - Digital & Scale

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 leader to help expand and lead our Digital and Scale Customer Success teams. This is an exciting new role that will lead digital transformation efforts in a rapidly growing SaaS environment. We have a strong foundation of customers wanting to grow their use of Smartsheet and our opportunity is to continue to enhance the way in how we help them, by engaging more effectively & proactively through our digital channels. 

We are looking to rapidly accelerate our digital efforts to drive adoption, realize value and ultimately lead our customer to expand. This role reports directly to the VP of Customer Success.

Outcomes for this role are:

1. Achieve a 50% increase in digital engagement within the first 12 months that helps customers adopt our technology and services 
2. In an 18 month time period it is expected that this team (together with the product team) will have 40% of Smartsheet's customers leveraging digital channels to receive value added support, advice, best practices, etc. It is also expected that 40% of all customers have the ability to successfully renew and expand digitally 
3. After 12 months this team will have in place the right process and tech stack that allows us to digitally advance for the next 3-5 years
4. After 24 months the ability to measure and prove the impact product changes have on the health of renewals such as: stronger usage, faster onboarding, easier feature discovery, etc.

You Will: 

Provide Strategic Leadership:

• You will be responsible for developing and implementing an end to end digital engagement strategy for customers as well as leading the teams tasked to execute this strategy as we make this important shift across the entire company
• Provide thought leadership as we evolve our Customer Success vision
• Maintain awareness of both the external and internal competitive landscape, opportunities for expansion, customers, markets, new industry developments and standards
• Improve the collaborative risk assessment process to identify and drive early, repeatable, scalable, and streamlined actions to address risk and drive healthy renewals digitally

Manage your team:

• Manage a team of Customer Success Directors and Senior Managers, who in turn lead the Customer Success Scale and Digital teams
• Lead your team, through creating and executing a cohesive strategy with tangible goals, consistent performance, and tracking of key metrics to drive retention and expansion

Collaborate and Build Partnerships: 

• Collaborate with Smartsheet leaders across Customer Success, Sales, Support, Professional Services, Marketing and Product to drive strong usage, retention, and growth
• Partner with our support team as they continue to add to their offerings and explore ways in which we can leverage this as part of our evolution
• Propose innovative solutions to create a cohesive digital experience for the long tail. Deconstruct the silos of services, success and support
• Foster a collaborative, supportive and effective culture within the team and with internal partners

Lead Technology and Process Development

• Accelerate our digital strategy -  leveraging technology first - scaling multiple channels and help our team, in partnership with our product team to create great content that incites customers to take action to be more successful on the Smartsheet platform

Performance Metrics 

• Lead our scale book of business globally - leading the digital engine and employing it to maximize expansion and mitigate losses
• Meet or exceed your losses quota (Gross Revenue Retention) goals, manage budget to deliver high ROI & perform other duties as assigned

You Have: 

• Bachelor's degree in business or equivalent discipline; MBA preferred
• Experience leading teams to effectively land and expand a platform; Use case/solution development experience strong experience in the enterprise working with Global 2000, Fortune 500 and Fortune 50 customers
• 15+ years experience of management experience in Customer Success, Account Management, Professional Services, or related disciplines for a global B2B tech, SaaS or enterprise software business 
• 15+ years experience driving teams, process and system roll-outs resulting in adoption. Success in helping organizations get the most value from Salesforce & Gainsight deployments
• 15+ years experience as a people manager; successful leadership track record that includes leading and scaling globally dispersed customer-facing teams - experience at high-growth companies or scaling revenue is preferred 
• 10+ years of successfully leading a Customer Success organization or sales organization within the landscape of Services, Success & Sales team counterparts
• Smartsheet product knowledge - Smartsheet certification is a plus
• Additive customer facing executive leadership skills/experience, with the ability to pattern match across accounts to build cohorts and networks in an account/territory and as back-pressure to inform GTM
• Excellent collaborative leadership, business development, communication (verbal, written and presentation) and interpersonal skills with an aptitude for building strong relationships and culture across all levels within enterprise organizations; influential individuals, managers, S-level, and C-suite
• Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans
• Experience with change management and business optimization improvement initiatives
• Experience driving both low-touch and high-touch customer engagement activities to success, including management of customer issues and escalations
• Demonstrated ability to design and implement processes
• Proven ability to succeed in a fast-paced, dynamic and high growth technology environment
• Required to travel based on customer and business needs likely up to 20%
• 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
• Equity - 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. $182,500 - $238,750

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.

#LI-Remote