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Sr. Customer Success Manager, Key Accounts
5 days ago
Smartsheet is looking for a
Senior Customer Success Manager, Key Accounts
to manage a book of Large Enterprise Key Accounts. Your responsibilities will include driving customer satisfaction, engagement, adoption, retention and growth. You will serve as a key point of contact for customers, understanding their success objectives, sharing best practices, providing strategic guidance and helping them realize value from Smartsheet. For the right candidate, this is a career-defining opportunity to join us at a critical moment and have a significant impact in the Collaborative Work Management (CWM) space. The ideal candidate should have a proven track record of Software as a Service (SaaS) account management with a focus on Customer Success, strong technical leadership and outstanding communication skills.
This important role will report to a Sr Manager of Customer Success - Key Accounts and may work remotely from the West Coast.
You Will:
Develop and execute comprehensive engagement strategies and joint-success plans across assigned accounts
Make data-driven decisions to mitigate risk, increase adoption and uncover new opportunities
Be a product expert
Serve as a strategic partner, guiding customers to outcomes-based value with our platform
Align to and document customer use cases that support business critical functions and/or competitive advantages
Seek out and develop relationships with customer executives
Perform Quarterly and Executive Business Reviews
Build relationships and drive positive change across internal teams, working closely with Sales, Support, Product and Training as a catalyst for continuous improvement and customer advocacy
Met or exceed quarterly goals (e.g. Net Dollar Retention) and MBOs
Be a thought leader - helping us improve and scale our business while providing mentorship to emerging CS talent
Perform other duties as assigned
You Have:
Extensive experience managing Fortune 100 / Global Accounts
Extensive experience with XaaS model with a focus on Customer Success
History of building successful relationships with VP and C-Level customer contacts
The ability to respectfully challenge and drive meaningful change with customers
Advanced business acumen (e.g. Financial, Value, Strategy)
Project Portfolio Management (PPM) knowledge and experience (Preferred)
Smartsheet Product and System Administrator Certification (or ability to obtain within 3 months of hire)
Reside on the West Coast
Perks & Benefits:
HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
Stock - Restricted Stock Units (RSUs) for eligible roles
Lucrative Employee Stock Purchase Program (15% discount)
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Incidental Sick Leave
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Up to 24 weeks of Parental Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to LinkedIn Learning online courses
Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)
Smartsheet provides a competitive range of compensation for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive bonus and RSU stock grant upon accepted offer.
California & New York: $113,400 to $156,600 | All other US States: $105,000 to $145,000
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 Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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