Commercial Customer Success Specialist

2 weeks ago

Bellevue, Washington, United States Smartsheet Full time

About Smartsheet:
Smartsheet is a technology-driven organization with a compelling narrative. Our mission is to empower teams in managing projects, automating workflows, and swiftly developing secure solutions through user-friendly no-code tools. We are innovators, committed to transforming the way the world operates.

Position Overview:
We are seeking a Customer Success Manager to oversee a portfolio of significant commercial accounts, ensuring high levels of customer satisfaction, effective product utilization, and strong customer retention. As the primary liaison for key clients, you will identify success metrics, address inquiries, resolve challenges, and gradually become a trusted advisor for Smartsheet. This role presents a pivotal opportunity to make a substantial impact within our organization.

Key Responsibilities:

  • Serve as the Smartsheet authority, facilitating enablement, offering guidance, and addressing challenges for assigned clients to achieve and surpass set objectives.
  • Conduct initial onboarding for enterprise-level clients, ensuring sustained engagement and adoption throughout the customer lifecycle.
  • Utilize Gainsight methodologies and strategies to drive business outcomes and mitigate risks.
  • Develop and implement a comprehensive engagement strategy that proactively maintains high customer satisfaction levels.
  • Translate technical concepts for non-technical users within large organizations.
  • Assess customer needs and address any concerns effectively.
  • Conduct regular business reviews to confirm satisfaction, resolve issues with support teams, and expand Smartsheet usage within accounts.
  • Create tools and best practices to maximize customer value from Smartsheet.
  • Analyze usage patterns and health metrics to derive insights, provide guidance, and enhance customer satisfaction.
  • Act as the primary point of contact for managing and resolving critical situations.
  • Collaborate with Sales and Professional Services teams to share customer insights that can inform additional product and service sales opportunities.
  • Provide valuable customer feedback to product management, marketing, and sales regarding innovations and improvements in user experience, product features, and customer engagement processes.
  • Achieve all performance targets, including maintaining high renewal rates while minimizing risks and losses.
  • Perform other duties as assigned.
Qualifications:
  • Experience in account management within mid to later-stage SaaS environments.
  • A minimum of 3 years of experience fostering valuable, outcome-oriented relationships with a diverse customer base.
  • Familiarity with tools such as Gainsight is preferred.
  • Exceptional task management abilities across a range of responsibilities.
  • A strong passion for working with cutting-edge web technologies and a desire to understand Smartsheet's benefits and technical aspects.
  • An agile mindset with the capability to navigate change and uncertainty effectively.
  • Willingness to travel as required by customer and business needs.
  • Authorization to work in the U.S. for any employer on an ongoing basis.
Benefits:
  • Health Savings Account (HSA) with 100% employer-paid premiums, or options for medical, vision, and dental coverage.
  • Equity opportunities through Restricted Stock Units (RSUs) for eligible positions.
  • Attractive Employee Stock Purchase Plan (15% discount).
  • 401k matching to support your future savings.
  • Monthly stipends to enhance your work and productivity.
  • 15 days of paid time off, plus incidental sick leave.
  • Up to 24 weeks of parental leave.
  • Paid volunteer day to support community initiatives.
  • Access to professional growth and development resources, including online courses.
  • Company-funded perks, including counseling memberships and local retail discounts.
  • Flexible teleworking options from registered locations.
  • Life insurance and disability coverage for U.S. employees.
  • 12 paid holidays annually for U.S. employees.
Company Culture:
At Smartsheet, we foster an inclusive environment where diverse individuals can thrive. We welcome applicants from all backgrounds and experiences, encouraging those with nontraditional career paths to apply. Our commitment is to empower everyone to transform the way the world works.

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