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Principal Customer Success Manager, Enterprise

1 hour, 4 minutes ago
United States
Full-time
Lead
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 115

Description

  • Manage a diverse book of business at scale with a focus on customer engagement, enablement, and adoption.
  • Understand each customer’s business model, go-to-market strategy, and organizational structure.
  • Create and execute internal territory engagement plans and external joint customer enablement plans.
  • Use data to generate insights, guide customers, increase adoption, and identify expansion opportunities.
  • Lead or influence renewals and partner with internal teams to mitigate churn and support expansion.
  • Identify and mitigate customer risk early while coaching customers toward solutions that create expansion opportunities.
  • Support and/or lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs).
  • Serve as a subject matter expert on the core platform and premium applications to drive product adoption.
  • Advise customers on industry best practices and solutions to complex business problems.
  • Partner cross-functionally with Sales, Training, Product, Professional Services, and other teams to deliver a cohesive customer experience.
  • Provide customer insights to Product Management, Marketing, and Sales to inform innovation and improvement.
  • Meet or exceed performance targets and perform other duties as assigned.

Requirements

  • 10+ years of Customer Success or Account Management experience, preferably in a SaaS environment.
  • Bachelor’s degree in a relevant field or equivalent experience preferred.
  • Ability to operate with near-full autonomy and very limited oversight.
  • Proven track record of leading cross-departmental initiatives and delivering outcomes.
  • Experience building successful relationships with VP- and C-level contacts.
  • Experience managing outcome-based relationships across a diverse customer account base.
  • Deep Customer Success and Smartsheet subject matter expertise.
  • Proven track record of mentoring peers.
  • Current Smartsheet certifications in Core Product, System Administrator, Project Management, Control Center Lead, and Control Center Blueprint Builder, or ability to obtain them within 6 months.
  • Willingness to travel periodically based on customer and business needs.

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.
  • 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.
  • 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 dependent.
  • Market-competitive incentive opportunity.
  • US base salary range of $135,000 to $172,500.

Interested in this position?

Apply directly on the company website

Apply Now

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