Principal Customer Success Manager, Enterprise

3 weeks, 1 day ago
Full-time
Lead
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 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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