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Sr. Customer Success Manager - Enterprise (East)

4 days, 4 hours ago
United States
Full-time
Senior
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 64

Description

  • Manage a portfolio of large enterprise accounts and serve as the primary customer contact.
  • Lead enterprise onboarding to drive adoption and ongoing engagement throughout the customer lifecycle.
  • Develop and execute a customer engagement and communications strategy that supports high satisfaction.
  • Provide solution guidance, best practices, and technical leadership to help customers maximize value from Smartsheet.
  • Conduct regular customer success reviews to assess satisfaction, resolve issues, and expand usage across accounts.
  • Use usage patterns and customer insights to improve adoption, satisfaction, and account growth.
  • Act as the primary interface for managing and resolving critical customer situations.
  • Partner with Sales, Training, and Professional Services to identify expansion opportunities.
  • Share customer feedback and product insights with Product Management, Marketing, and Sales to inform improvements.
  • Exceed retention and growth targets and other assigned performance goals.

Requirements

  • 3+ years of Customer Success or Account Management experience, or equivalent.
  • Experience managing enterprise customers and maintaining high renewal rates.
  • Ability to explain technical concepts to non-technical stakeholders in large enterprises.
  • Experience building credibility and trust with customers and internal stakeholders.
  • Track record of maintaining outcome-based relationships across a diverse customer base.
  • Interest in web-based technologies and understanding of SaaS 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.
  • Preferred/implicit requirement: ability to work remotely from the Eastern US territory.
  • Experience working in a SaaS environment is strongly implied by the role context.

Benefits

  • US base salary range of $112,500 to $142,500.
  • Eligible for a market-competitive incentive opportunity.
  • 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.
  • 12 paid holidays per year.
  • Up to 24 weeks of parental leave.
  • Teleworking options from any registered location in the U.S. for role-specific positions.
  • Professional growth and development support, including access to Udemy courses.
  • Company-funded perks including a counseling membership, local retail discounts, and a personal Smartsheet account.
  • Automatic life insurance, short-term disability, and long-term disability coverage for U.S. employees.
  • Personal paid Volunteer Day to support the community.

Interested in this position?

Apply directly on the company website

Apply Now

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