Sr. Manager, Customer Success

2 months ago

San Jose, United States Frontend Arts Full time

Smartsheet is a tech company with a human story to tell. Were here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. Were revolutionaries so for us changing the way the world works is all in a days work.

Smartsheet is looking for a Sr. Manager of Customer Success to help build and scale our Customer Success team. The right candidate is an experienced people leader with a proven ability to create programs to drive the customer adoption lifecycle throughout all Smartsheet accounts.

In this role, you will manage a team of Customer Success professionals and/or managers while partnering with other Sr. Managers of Customer Success & Implementation Services to execute on the overall team vision and meet business and operational objectives. You will drive the creation and execution of strategies to achieve business goals and collaborate across your team and with internal partners in Sales, Support and Marketing to help mitigate losses and drive growth of our business. This role is responsible for driving successful product usage, customer value, and loss mitigation.

You will report to the Director, Customer Success based in the US. This role is open to being 100% remote from anywhere within Costa Rica where Smartsheet is a registered employer. Due to the collaborative nature of this role, ideal candidates will be based in or around.

You Will:

  • Lead, develop, coach and mentor a team of Customer Success professionals and CS managers to meet and exceed set business targets and key objectives
  • Strategically empower your team to onboard and expand usage and revenue within our customer base using our Customer Success Offerings
  • Enhance existing data to build insights and track performance, accurately forecast retention/risk, and create customer insight.
  • Leverage data in internal applications like Salesforce and Gainsight to understand customer product usage and health metrics, flag risks and mitigate losses, and forecast potential account growth
  • Enable your team for success through sharing of best practices, mentorship, expectation & goal setting, and performance management.
  • Set a clear vision of success and what good looks like; aligning the team around key objectives and removing obstacles hindering team success.
  • Review team progress against goals, identify top at-risk accounts, and prioritize actions to mitigate churn and seize growth opportunities.
  • Partner with Marketing, Support, Professional Services, and Sales to create a positive customer journey that delights customers, improves customer satisfaction, inspires referrals and guides account growth.
  • Build/refine programs with a focus on operational excellence,process improvements and scale
  • Bring creative ideas to help improve the next stages of the business
  • Empower and enable your team to manage renewal cadence and ensure ontime renewals
  • Provide direction and customer facing support for escalations, business reviews and renewal negotiations.
  • Communicate and provide timely insight into monthly and quarterly churn pipeline to CS LT.
  • Create a culture of inclusivity and collaboration, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities
  • Deliver transformational leadership in the Smartsheet Way to motivate and engage the team. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
  • Other job duties as assigned.
You Have:
  • 12+ years of experience with
    • 5+ years working in a leadership capacity
    • 8+ years of Customer Success or Account management experience in a technology/software environment, or Technical Account Management experience within Enterprise SaaS
  • Bachelors (BA/BS) degre
  • Strong problem-solving abilities with experience utilizing data to identify trends and opportunities for process improvement within a business.
  • Ability to thrive in a quickly evolving and demanding environment.
  • Experience working in a cloud applications
  • Passion and demonstrated ability for Business development, organization, team building mentoring and team growth
  • Demonstrated success in managing a Customer Success or Account Management team
  • Outstanding management skills across a varied set of responsibilities
  • Demonstrable experience and prior success in partnering closely with Sales, Channel & Customer Success leadership to improve operations, processes, etc.
  • Passion for working with leading edge, web-based technologies and a desire to understand Smartsheets benefits, use cases, and business and technical elements
  • Experience in the software sales industry with knowledge of software subscriptions and SaaS licensing methodologies
  • Familiarity with Enterprise procurement processes
  • Strong problem-solving abilities with experience utilizing data to identify trends and opportunities for process improvement within a business.
  • Proficiency with Salesforce.com CRM
Perks & Benefits:
  • Fully paid Health & Life insurance for full-time employees and family members
  • Equity - Restricted Stock Units (RSUs) for eligible roles
  • Monthly stipend to support your work and productivity
  • Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
  • 12 days paid Vacation + Flexible Time Away Program
  • 20 weeks fully paid Maternity Leave
  • 12 weeks fully paid Paternity/Adoption Leave
  • Personal paid Volunteer Day to support our community
  • Opportunities for professional growth and development including access to Udemy online courses
  • Company Funded Perks including a counseling membership and your own personal Smartsheet account
  • Teleworking options from any registered location in Costa Rica (role specific)


Get to Know Us:

At Smartsheet, weve 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. Youre encouraged to apply even if your experience doesnt precisely match our job descriptionif your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world worksjoin 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.

#LI-Remote

Our Candidate Privacy Notice describes how Smartsheet may process your personal data, including the use of a third party provider for application submissions.
Apply Now

  • Sr. Manager, Customer Success

    2 months ago

    San Jose, United States Smartsheet Full time

    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. Manager of Customer Success to help build...

  • Sr. Customer Success Manager

    4 days ago

    San Jose, United States NextDeavor Full time

    Description Sr. Customer Success Manager 8+ Months W2 Contract San Jose, CA preferred, Remote possible Benefits You'll Love: NextDeavor offers health, vision and dental benefits for contract employees Paid sick leave eligibility is contingent on state of residence Optional 401k Plan (excludes employer match) Opportunity to get your foot in the door at a...

  • Sr. Customer Success Manager

    7 hours ago

    San Jose, United States Ursus Inc Full time

    JOB TITLE: Sr. Customer Success Manager (LOA coverage) LOCATION: San Jose, CA - HYBRID (open to remote) PAY RANGE: $44-$54/hr DURATION: 8 months COMPANY: Our client a Fortune 500 Software Organization is seeking a Sr. Customer Success Manager to bring onto the team. The Challenge: Our client is reinventing how brands succeed by changing the world through...

  • Sr. Customer Success Manager

    4 days ago

    San Jose, United States Ursus Inc Full time

    JOB TITLE: Sr. Customer Success Manager (LOA coverage) LOCATION: San Jose, CA - HYBRID (open to remote) PAY RANGE: $44-$54/hr DURATION: 8 months COMPANY: Our client a Fortune 500 Software Organization is seeking a Sr. Customer Success Manager to bring onto the team. The Challenge: Our client is reinventing how brands succeed by changing the world through...

  • Customer Success Manager

    3 weeks ago

    San Jose, California, United States PayPal Full time

    Job DescriptionJob Title: Sr Customer Success MgrJob Summary:We are seeking a highly skilled Customer Success Manager to join our team at PayPal. As a Customer Success Manager, you will be responsible for building and maintaining strong relationships with our merchant customers, identifying opportunities for growth and improvement, and delivering exceptional...

  • Manager, Customer Success

    2 months ago

    San Jose, United States Smartsheet Full time

    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 proven leader to help build, operate, and scale...

  • Sr. Customer Success Manager:

    4 days ago

    San Jose, United States Akraya Full time

    Primary Skills: Digital Marketing, Saas, Customer Success, Communication, Content Management Contract Type: W 2 Duration: 8 Months Location: 100% Remote Pay Range: $52 - $54 per hour on W 2 Job Summary: The Senior Customer Success Manager will play a Manager, Customer Experience, Customer Engagement, Staffing, Client Relations, Technology, IT

  • Sr. Customer Success Manager:

    1 day ago

    San Jose, United States Akraya Full time

    Primary Skills: Digital Marketing, SaaS, Customer Success, Communication, Content Management Contract Type: W2 Duration: 8 Months Location: 100% Remote Pay Range: $52 - $54 per hour on W2 Job Summary: The Senior Customer Success Manager will play a pivotal role in leading customer-facing engagements, focusing on fostering meaningful relationships to...

  • Sr. Customer Success Manager

    2 weeks ago

    San Jose, United States PayPal Full time

    The Company PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. We operate a global, two-sided network at scale...

  • Sr. Customer Success Manager, Strategic Account Services

    4 months ago

    San Jose, United States myGwork - LGBTQ+ professionals & allies Full time

    This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community. Description This is an Individual Contributor role. As a Sr. Strategic Account Manager, you'll work directly with sellers to provide guidance, support, and insights to drive growth across their Amazon businesses. On a day-to-day basis, this looks...

  • Customer Success Manager

    4 days ago

    San Jose, United States Intelliswift Full time

    Job ID: 24-05897 Job Title: Customer Success Manager Location: Remote Duration: 9 months Contract Type: W2 only Pay Rate: $54.37/Hour Project Scope: We are hiring a Senior Customer Success Manager to join our Digital Experience Cloud team. In this role, you will be industry-specialized and deliver an outstanding experience for Client's top customers,...

  • Customer Success Manager

    1 week ago

    San Jose, California, United States IBM Full time

    Customer Success Manager Job DescriptionAbout the RoleIBM's Industry Consultants are critical to our clients as they work to reinvent themselves for the future. As a Customer Success Manager, you will play a key role in our highly visible and skilled team of global consultants, accelerating sales, delivering client engagements, and building IBM's market...

  • Customer Success Manager

    2 weeks ago

    San Jose, United States Kompliant Full time

    Customer Success Manager Hybrid or Remote (U.S.-based) | Full-time About Kompliant: Kompliant provides highly configurable platform services and AI-enabled workflow automation tools that help growth-oriented financial institutions meet their regulatory compliance obligations related to account opening and ongoing account health monitoring. With Kompliant,...

  • Customer Success Manager

    4 weeks ago

    San Jose, California, United States PayPal Full time

    Job DescriptionAt PayPal, we're seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer success organization, you will be responsible for delivering exceptional customer experiences and driving business growth through strategic account management.Key ResponsibilitiesDevelop and execute customer success plans to...

  • Customer Success Manager

    3 weeks ago

    San Jose, California, United States Cisco Full time

    Job SummaryCisco is seeking a highly skilled Customer Success Manager to join our team. As a key member of our Customer Success organization, you will play a critical role in helping our customers successfully adopt and use Cisco technologies, driving value realization and growth.Key ResponsibilitiesDevelop and implement Technical Adoption Plans that align...

  • Customer Success Manager

    1 week ago

    San Jose, United States Cisco Full time

    Application window is expected to close on 28/Oct/2024 What You'll Do As a Customer Success Manager, you play a crucial role in helping our customers successfully adopt and use Cisco technologies, driving value realization and growth. You will be the primary point of contact for customers, guiding them through software adoption and enabling them to...

  • Customer Success Manager

    3 weeks ago

    San Jose, California, United States Cisco Full time

    Unlock Customer Success with CiscoCisco is seeking a highly skilled Customer Success Manager to join our team. As a key member of our Customer Experience organization, you will play a crucial role in helping our customers successfully adopt and use Cisco technologies, driving value realization and growth.Key Responsibilities:Drive software utilization and...

  • Customer Success Manager

    4 weeks ago

    San Jose, California, United States Insight Global Full time

    Key Responsibilities:As a Customer Success Manager at Insight Global, you will serve as the primary point of contact for a portfolio of micro merchants, developing and maintaining strong relationships with clients to understand their business goals and challenges.We are seeking a results-oriented professional with 5+ years of experience in customer success,...

  • Customer Success Manager

    3 weeks ago

    San Jose, California, United States Cisco Full time

    Job SummaryCisco is seeking a highly skilled Customer Success Manager to join our team. As a key member of our Customer Experience organization, you will play a critical role in helping our customers successfully adopt and use Cisco technologies, driving value realization and growth.Key Responsibilities:Drive software utilization and value realization,...

  • Customer Success Manager

    4 weeks ago

    San Jose, California, United States Insight Global Full time

    {"Key Responsibilities": "As a key member of our team, you will be responsible for delivering exceptional customer experiences and driving business growth through strategic account management. Key areas of focus include: * Developing and maintaining strong relationships with clients to understand their business goals and challenges. * Providing proactive...