Customer Success Manager II, Enterprise - Central/East

1 hour, 8 minutes ago
Full-time
Mid Level
Customer and Technical Support
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

Description

  • Manage a portfolio of large enterprise accounts as the primary customer contact.
  • Lead initial onboarding to drive adoption and ongoing engagement throughout the customer lifecycle.
  • Partner with cross-functional account teams to develop territory plans that maximize satisfaction, retention, and expansion.
  • Develop and execute data-driven enablement strategies that increase adoption and demonstrate product value.
  • Provide solution guidance and best-practice recommendations to help customers realize value from Smartsheet.
  • Conduct periodic customer success reviews, resolve issues with Technical Support, and expand Smartsheet usage across accounts.
  • Use product usage patterns and customer insights to improve adoption, satisfaction, and customer outcomes.
  • Serve as the primary interface for managing and resolving critical customer situations.
  • Collaborate with Sales, Training, and Professional Services to identify expansion opportunities.
  • Share customer insights with Product Management, Marketing, and Sales to inform innovation and continuous improvement.

Requirements

  • 3+ years of Customer Success or Account Management experience, or equivalent.
  • Ability to explain technical subjects to non-technical personnel in large enterprises.
  • Experience building credibility and trust with customers and internal stakeholders.
  • Experience maintaining outcome-based relationships across a diverse customer account base.
  • Passion for working with web-based technologies and understanding SaaS product benefits, use cases, and technical elements.
  • Bachelor's degree in a relevant field, or equivalent experience.
  • Willingness to travel based on customer and business needs.
  • Authorization to work in the U.S. for any employer on an ongoing basis.
  • Experience with SaaS account management and maintaining high customer renewal rates (preferred).
  • Ideal candidates live in the Central or Eastern United States due to collaboration with account teams.

Benefits

  • Employer-subsidized medical, vision, and dental coverage for full-time employees.
  • 401(k) match: 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.
  • Company-sponsored 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.
  • Personal paid Volunteer Day.
  • 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.
  • Base salary range of $85,000 to $115,000 USD plus a market-competitive incentive opportunity.

Interested in this position?

Apply directly on the company website

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