Customer Success Manager II, Commercial

2 days ago

Boston, Massachusetts, United States Frontend Arts Full time
Empower Teams to Manage Projects and Automate Workflows

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 Customer Success Manager to manage a set of large commercial accounts to help promote a high level of customer satisfaction, successful product use, and customer retention.

You will be the primary contact for important customers, understand customer success criteria, address questions, resolve issues, and over time serve as a trusted Smartsheet advisor.

This is a career-defining opportunity to join us at an essential moment and have a significant impact.

You have experience with Software as a Service (SaaS) account management, maintaining high customer renewal rates as a result of ongoing customer engagement and technical leadership.

This important role will report to a Manager of Customer Success and is based at our Smartsheet office in Boston, MA.

Due to the collaborative nature of this role with Account Teams (Sales, Presales, Services), ideal candidates live within driving proximity of our regional hub in Boston, MA.

Key Responsibilities:
  • Perform initial onboarding of accounts with enterprise-level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime.
  • Implement a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction.
  • Be the Smartsheet expert, providing guidance and addressing challenges on work/project management and collaboration to customers.
  • Explain technical subjects to non-technical end-user personnel in large enterprises.
  • Understand customer needs and address concerns.
  • 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.
  • Develop tools and best practices to ensure customers are realizing the greatest possible value from Smartsheet.
  • Use usage patterns to gain insights, provide guidance, and increase customer satisfaction.
  • Be the primary interface to manage and resolve important situations.
  • Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities.
  • Provide expert customer insight to product management, marketing, and sales on what innovation and improvement in the user experience, product capabilities, and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal, and referral rates in our larger customers, many of which operate at massive scale.
  • Exceed all performance targets, including maintaining high unit renewal rates.
  • Accomplish other tasks as assigned.
Requirements:
  • Account management experience with mid-to-late-stage SaaS software.
  • 3+ years of experience maintaining valuable and outcome-based relationships with a diverse customer account base.
  • Outstanding task management skills across a varied set of responsibilities.
  • Passion for working with leading-edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elements.
  • Willing to travel periodically based on customer and business need.
  • Authorization to work in the U.S. for any employer on an ongoing basis.
Perks and 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 Udemy 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).

  • Customer Success Manager II, Commercial

    3 days ago

    Boston, Massachusetts, United States Frontend Arts Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team in Boston, MA. As a key member of our Customer Success organization, you will be responsible for managing a portfolio of large commercial accounts, ensuring high levels of customer satisfaction, successful product adoption, and retention.Key ResponsibilitiesPerform...

  • Customer Success Manager

    10 hours ago

    Boston, Massachusetts, United States Rhapsody Full time

    About RhapsodyRhapsody is a leading provider of healthcare IT solutions, dedicated to accelerating innovation and improving outcomes through seamless data exchange and quality solutions.Job SummaryThe Customer Success Manager will play a pivotal role in ensuring customer satisfaction and driving long-term business relationships. This individual will oversee...

  • Customer Success Manager II

    2 days ago

    Boston, Massachusetts, United States OpenGov Full time

    Unlock Government Potential with OpenGovAt OpenGov, we're on a mission to empower governments to make data-driven decisions and deliver better services to their citizens. As a Customer Success Manager, you'll play a critical role in helping our government customers achieve their goals and maximize the value of our solutions.Key Responsibilities:Develop and...

  • Customer Success Manager II

    2 days ago

    Boston, Massachusetts, United States OpenGov Full time

    Job Summary:As a Customer Success Manager at OpenGov, you will play a critical role in maintaining and growing business relationships with our government customers. Your primary responsibility will be to understand the customer's goals, pain points, and workflows to drive product adoption, retention, and program expansion.Key Responsibilities:Develop and...

  • Customer Success Manager, Principal

    2 weeks ago

    Boston, Massachusetts, United States PTC Full time

    Transforming the Physical World with PTCAt PTC, we're revolutionizing the way companies operate by bringing the physical and digital worlds together. Our software enables businesses to improve operations, create better products, and empower people in all aspects of their business.Join Our MissionWe're a global team of nearly 7,000 passionate individuals who...

  • Customer Success Manager, Principal

    1 day ago

    Boston, Massachusetts, United States PTC Full time

    Transforming the Physical WorldAt PTC, we're revolutionizing the way companies operate and create value. As a Customer Success Manager, you'll play a critical role in helping our Enterprise customers get the most out of our solutions.Our software brings together the physical and digital worlds, enabling companies to improve operations, create better...

  • Customer Success Manager, Principal

    3 days ago

    Boston, Massachusetts, United States PTC Full time

    About PTCPTC is a global leader in industrial innovation, enabling companies to improve operations, create better products, and empower people in all aspects of their business.Job SummaryWe are seeking a highly skilled Customer Success Manager to join our team. As a key member of our account team, you will be responsible for driving growth and success for...

  • Customer Success Manager

    4 days ago

    Boston, Massachusetts, United States BOARD International Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team at BOARD International. As a key member of our organization, you will be responsible for driving customer success and growth through strategic planning, account management, and relationship-building.Key ResponsibilitiesDevelop and execute customer success plans to drive...

  • Customer Success Manager

    9 hours ago

    Boston, Massachusetts, United States Amwell Full time

    Customer Success ManagerAmwell is seeking a highly motivated and experienced Customer Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for building and maintaining strong relationships with our customers, ensuring their success with our products, and driving growth and retention.Key...

  • Customer Success Manager

    1 week ago

    Boston, Massachusetts, United States TetraScience Full time

    About TetraScienceTetraScience is a pioneering Scientific Data and AI Cloud company dedicated to revolutionizing the scientific landscape. Our mission is to accelerate and improve scientific outcomes by harnessing the power of open, purpose-built, and collaborative scientific data and AI.Job DescriptionWe are seeking a highly skilled Customer Success Manager...

  • Customer Success Manager

    3 days ago

    Boston, Massachusetts, United States Smartsheet Full time

    About the RoleSmartsheet 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.As a Manager of Customer Success, you will manage a team of...

  • Customer Success Manager

    3 days ago

    Boston, Massachusetts, United States Spiro Services Full time

    About the RoleWe're seeking a highly skilled Customer Success Manager to join our team at Spiro Services. As a key member of our organization, you will play a crucial role in strengthening and maintaining our customer relationships, ensuring their ongoing success.Key ResponsibilitiesBe the primary point of contact for customers, providing exceptional support...

  • Customer Success Manager

    2 days ago

    Boston, Massachusetts, United States OneSpan Full time

    Job Title: Customer Success ManagerAt OneSpan, we're reimagining trust to help businesses thrive by enabling secure, compliant, and frictionless digital agreements and transactions. We're looking for a Customer Success Manager to join our growing North American team.Key Responsibilities:Ensure customers derive value from their investment in OneSpan's...

  • Customer Success Manager

    1 week ago

    Boston, Massachusetts, United States Threat Stack, Inc Full time

    Protecting the Cloud-Based Businesses You Use Every DayAt Threat Stack, Inc, we're on a mission to safeguard the cloud-based applications and businesses you rely on. As a Customer Success Manager, you'll play a vital role in ensuring our customers get the most out of our product.Key Responsibilities:Deliver exceptional customer experiences by empathizing...

  • Customer Success Manager

    3 weeks ago

    Boston, Massachusetts, United States Beacon Hill Full time

    Customer Success ManagerWe are seeking a highly skilled Customer Success Manager to join our team at Beacon Hill. As a key member of our organization, you will be responsible for overseeing a team of Customer Service Representatives, managing escalations, processes, and workflow.Key Responsibilities:Lead a team of Customer Service Representatives to achieve...

  • Customer Success Manager

    2 weeks ago

    Boston, Massachusetts, United States Beacon Hill Full time

    Customer Success ManagerWe are seeking a highly skilled Customer Success Manager to join our team at Beacon Hill. As a key member of our organization, you will be responsible for overseeing a team of Customer Service Representatives, managing escalations, processes, and workflow.Key Responsibilities:Hold the Customer Service team accountable for productivity...

  • Customer Success Account Manager US Clients

    2 weeks ago

    Boston, Massachusetts, United States Sociabble Inc Full time

    About the RoleWe are seeking a highly skilled Customer Success Account Manager to join our team in Boston. As a key member of our Customer Success team, you will be responsible for ensuring the success of our US clients by providing guidance and support throughout the lifecycle of their projects.Key ResponsibilitiesEstablish strong relationships with clients...

  • Customer Success Manager

    2 days ago

    Boston, Massachusetts, United States Candex Full time

    Job Title: Customer Success ManagerCandex is a rapidly growing private global B2B fintech company on a mission to revolutionize the way businesses engage and pay their suppliers. We are seeking a dedicated Customer Success Manager to coordinate the launch activities for new clients and expansions for existing clients into new countries, categories, or...

  • Customer Success Associate

    2 weeks ago

    Boston, Massachusetts, United States HqO Full time

    About HqOHqO is a pioneering company that's revolutionizing the real estate industry with its cutting-edge REX (Real Estate Experience) Platform. Our platform empowers property operators to deliver exceptional end-user experiences, fostering a deeper connection between people and physical spaces.With a presence in 32 countries and over 400 million square...

  • Senior Customer Success Manager

    1 day ago

    Boston, Massachusetts, United States Siemens Digital Industries Software Full time

    Mendix – the leading low-code application development platform:The Mendix Platform uses visual modeling to abstract long-form coding out of application development. Our customers use Mendix to create and deploy better software for the enterprise, faster. Mendix enables collaboration between business users and developers to work together throughout the...