Sr. Customer Success Manager, Key Accounts
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 Senior Customer Success Manager, Key Accounts to manage a book of Large Enterprise Key Accounts. Your responsibilities will include driving customer satisfaction, engagement, adoption, retention and growth. You will serve as a key point of contact for customers, understanding their success objectives, sharing best practices, providing strategic guidance and helping them realize value from Smartsheet. For the right candidate, this is a career-defining opportunity to join us at a critical moment and have a significant impact in the Collaborative Work Management (CWM) space. The ideal candidate should have a proven track record of Software as a Service (SaaS) account management with a focus on Customer Success, strong technical leadership and outstanding communication skills.
This important role will report to a Sr Manager of Customer Success - Key Accounts and may work remotely from the East Coast.
You Will:
- Develop and execute comprehensive engagement strategies and joint-success plans across assigned accounts
- Make data-driven decisions to mitigate risk, increase adoption and uncover new opportunities
- Be a product expert
- Serve as a strategic partner, guiding customers to outcomes-based value with our platform
- Align to and document customer use cases that support business critical functions and/or competitive advantages
- Seek out and develop relationships with customer executives
- Perform Quarterly and Executive Business Reviews
- Build relationships and drive positive change across internal teams, working closely with Sales, Support, Product and Training as a catalyst for continuous improvement and customer advocacy
- Met or exceed quarterly goals (e.g. Net Dollar Retention) and MBOs
- Be a thought leader - helping us improve and scale our business while providing mentorship to emerging CS talent
- Perform other duties as assigned
You Have:
- Extensive experience managing Fortune 100 / Global Accounts
- Extensive experience with XaaS model with a focus on Customer Success
- History of building successful relationships with VP and C-Level customer contacts
- The ability to respectfully challenge and drive meaningful change with customers
- Advanced business acumen (e.g. Financial, Value, Strategy)
- Project Portfolio Management (PPM) knowledge and experience (Preferred)
- Smartsheet Product and System Administrator Certification (or ability to obtain within 3 months of hire)
- Reside on the East Coast
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
- Lucrative Employee Stock Purchase Program (15% discount)
- 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 LinkedIn Learning 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)
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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