Sr. Customer Success Manager, Enterprise - East

1 hour, 48 minutes ago
Full-time
Senior
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 and serve as the primary customer contact.
  • Lead onboarding for enterprise customers to drive adoption and ongoing engagement throughout the customer lifecycle.
  • Develop and execute a customer engagement and communications strategy to maintain high satisfaction.
  • Provide solution guidance and best practices to help customers increase collaboration and realize value from Smartsheet.
  • Conduct periodic customer success reviews to confirm satisfaction, resolve issues, and expand platform usage.
  • Use usage patterns and customer insights to improve adoption, engagement, and customer outcomes.
  • 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 insights with Product Management, Marketing, and Sales to support innovation and continuous improvement.
  • Exceed retention and growth targets while maintaining strong customer relationships.

Requirements

  • 3+ years of Customer Success or Account Management experience, or equivalent.
  • Experience with SaaS account management and maintaining high customer renewal rates.
  • State & Local Government (SLG) experience preferred.
  • Ability to explain technical subjects to non-technical stakeholders in large enterprise environments.
  • Experience building credibility and trust with customers and internal stakeholders.
  • Experience maintaining outcome-based relationships across a diverse customer account base.
  • Bachelor's degree in a relevant field or equivalent experience.
  • Passion for web-based technologies and understanding of Smartsheet's benefits, use cases, and technical elements.
  • Willingness to travel 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.
  • Life insurance, short-term disability, and long-term disability coverage for US 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.
  • Market-competitive incentive opportunity in addition to base salary.
  • US base salary range of $112,500 to $142,500 USD.

Interested in this position?

Apply directly on the company website

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