Senior Customer Success Manager - Remote

Overview

Smartsheet is looking for a Sr Customer Success Manager to manage a set of large enterprise accounts and improve customer satisfaction, application engagement, customer retention, and growth.

In Short

• Perform initial onboarding of accounts with enterprise level customers.
• Maintain high customer satisfaction through engagement strategies.
• Provide guidance to customers to increase collaboration.
• Conduct periodic customer success reviews.
• Implement best practices for customer value realization.
• Use usage patterns for insights and guidance.
• Manage and resolve critical customer situations.
• Collaborate with Sales and Training teams for new opportunities.
• Provide insights to Product Management and Marketing.
• Exceed performance targets for retention and growth.

Requirements

• 8+ years of Customer Success or Account Management experience.
• Strong commercial acumen for technical communication.
• Ability to operate autonomously while maintaining satisfaction rates.
• Credibility with customers and stakeholders.
• Experience in SaaS account management.
• Passion for web-based technologies.
• Bachelor's degree or equivalent experience.
• Willingness to travel for customer needs.

Benefits

• Supportive work environment.
• Opportunities for personal and professional growth.
• Inclusive workplace culture.
• Impactful contributions to the team.