Customer Success Manager I, Commercial - Remote

Overview

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.

In Short

• Manage a set of large commercial accounts to promote customer satisfaction and retention.
• Be the primary contact for important customers, addressing questions and resolving issues.
• Perform initial onboarding of accounts with enterprise level customers.
• Utilize Gainsight playbooks to drive business and mitigate risk.
• Implement a comprehensive engagement strategy to maintain high customer satisfaction.
• Explain technical subjects to non-technical personnel.
• Conduct periodic business reviews to confirm satisfaction and resolve issues.
• Develop tools and best practices for customer value realization.
• Analyze usage patterns to provide guidance and increase satisfaction.
• Work with Sales and Professional Services teams to share customer insights.

Requirements

• Account management experience with mid to later stage SaaS software.
• 3+ years of experience maintaining valuable relationships with diverse customers.
• Prior experience with tools such as Gainsight preferred.
• Outstanding task management skills.
• Passion for web-based technologies and understanding Smartsheet's benefits.
• Agile mindset with the ability to navigate change.
• Willingness to travel based on customer needs.
• Authorization to work in the U.S. for any employer.

Benefits

• 100% employer-paid medical/vision/dental coverage options.
• 401k Match to help save for the future.
• Monthly stipend to support work and productivity.
• 15 days PTO, plus Sick Time Off.
• Up to 24 weeks of Parental Leave.
• Personal paid Volunteer Day.
• Opportunities for professional growth and development.
• Teleworking options from any registered location in the U.S.
• Life insurance and disability plans for US employees.
• 12 paid holidays per year.