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 and communication strategies.
• Provide guidance on using Smartsheet effectively.
• Conduct periodic success reviews to ensure customer satisfaction.
• Implement best practices for maximizing customer value.
• Analyze usage patterns to enhance customer adoption.
• Manage and resolve critical customer situations.
• Collaborate with Sales and Professional Services to identify expansion opportunities.
• Provide insights for product and marketing improvements.
• Meet performance targets for retention and growth.

Requirements

• 3+ years of Customer Success or Account Management experience.
• Ability to explain technical subjects to non-technical personnel.
• Strong credibility and trust-building skills with customers.
• Experience maintaining valuable relationships with diverse accounts.
• Passion for web-based technologies and understanding Smartsheet.
• Bachelor's degree or equivalent experience.
• Willingness to travel as needed.

Benefits

• 100% employer-paid medical/vision/dental coverage options.
• 401k Match to help save for the future.
• Monthly productivity stipend.
• Flexible Time Away Program and Sick Time Off.
• Life insurance and disability plans sponsored by Smartsheet.
• 12 paid holidays per year.
• Up to 24 weeks of Parental Leave.
• Paid Volunteer Day to support the community.
• Access to professional growth opportunities.
• Company Funded Perks, including discounts and a personal Smartsheet account.