Sr. Customer Success Manager, Strategic at Smartsheet
4 weeks ago
Sr. Customer Success Manager, Strategic at Smartsheet Location: Remote, US Bellevue, Washington Salary: $105,000 Annually Benefits: Career Development, 401k Matching/Retirement Savings, Dental Insurance, Disability Insurance, Health Insurance, Life Insurance, Flexible/Unlimited PTO, Paid Community Service Time, Paid Holidays, Paid Sick Leave, Paid Vacation, Parental and Family Leave Job Description: Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work. Smartsheet is looking for a Sr. Customer Success Manager, Strategic Accounts to manage a set of large strategic accounts and improve customer satisfaction, application engagement, customer retention, and growth. You will be the primary contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Smartsheet. You have a track record for Software as a Service (SaaS) account management and maintaining high customer renewal rates because of ongoing customer engagement and technical leadership. You will report to a Manager of Customer Success and may work remotely . Due to the collaborative nature of this role with Account Teams (Sales, Presales, Services) ideal candidates live on the West Coast. You Will: Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer’s lifecycle Accomplish a comprehensive engagement and communications strategy that maintains high customer satisfaction Be the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction Be the primary interface to manage and resolve critical situations Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities Exceed all performance targets, including maintaining high retention and growth rates Accomplish other tasks as assigned You Have: 3+ years of Customer Success or Account Management experience (or equivalent) The ability to explain technical subjects to non-technical personnel in large enterprises Good at building credibility and trust with customers and internal stakeholders by understanding their requirements Experience maintaining valuable and outcome-based relationships with a diverse customer account base Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet’s benefits, use cases, and technical elements Bachelor’s degree in relevant field, or equivalent experience Willing to travel based on customer and business need Get to Know Us: At Smartsheet, we’ve created a place where everyone is welcome – people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description-if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works-join us Equal Opportunity Employer: Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, and Japan. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know. #J-18808-Ljbffr
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