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Customer Success Manager II, Commercial (East)

2 hours, 37 minutes ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
Apply Now
Smartsheet

Smartsheet

Smartsheet provides an enterprise work management platform that enables teams to efficiently manage projects, automate processes, and enhance collaboration through a user-friendly interface that combines spreadsheet functionality with advanced workflow...

Internet Software & Services
1K-5K
Founded 2005
View All Jobs 92

Description

  • Manage a set of large commercial accounts and serve as the primary point of contact for key customers.
  • Lead initial onboarding for enterprise customers and drive adoption and ongoing engagement לאורך the customer lifecycle.
  • Develop and execute engagement and communications strategies that sustain customer satisfaction.
  • Act as a Smartsheet expert by guiding customers on work management and collaboration use cases.
  • Explain technical topics clearly to non-technical users in large enterprise environments.
  • Conduct regular customer success reviews to confirm satisfaction, resolve issues, and expand product usage.
  • Use usage patterns and customer insights to identify opportunities to improve value, adoption, and renewal outcomes.
  • Partner with Technical Support, Sales, and Professional Services to resolve issues and identify expansion opportunities.
  • Share customer feedback with product management, marketing, and sales to influence product improvements and customer engagement processes.
  • Exceed performance targets, including maintaining high renewal rates.

Requirements

  • 3+ years of experience building valuable, outcome-based relationships across a diverse customer account base.
  • Account management experience with mid- to later-stage SaaS software.
  • Outstanding task management skills across a varied set of responsibilities.
  • Passion for web-based technologies and willingness to learn Smartsheet's benefits, use cases, and technical elements.
  • Willingness to travel periodically based on customer and business needs.
  • Authorization to work in the U.S. for any employer on an ongoing basis.
  • Experience maintaining high customer renewal rates through ongoing engagement and technical leadership.
  • Remote work from the East Coast is preferred for this role.

Benefits

  • Employer-subsidized medical, vision, and dental coverage for full-time employees.
  • 401(k) match of 50% of contributions up to the first 6% of eligible pay.
  • Monthly stipend to support work and productivity.
  • Flexible Time Away Program plus sick time off.
  • Automatic company-provided life insurance, short-term disability, and long-term disability coverage for U.S. employees.
  • 12 paid holidays per year.
  • Up to 24 weeks of parental leave.
  • Professional growth and development opportunities, including access to Udemy online courses.
  • Company-funded perks including a counseling membership, local retail discounts, and a personal Smartsheet account.
  • Teleworking options from any registered U.S. location, role specific.
  • Market-competitive incentive opportunity.
  • US base salary range of $85,000 to $115,000.

Interested in this position?

Apply directly on the company website

Apply Now

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