Customer Success Manager I, Commercial

2 weeks ago

Bellevue, Washington, United States Frontend Arts Full time
Empower Customer Success at Smartsheet

Smartsheet is a leading provider of cloud-based project management and collaboration tools. We're seeking a highly skilled Customer Success Manager to join our team and drive customer satisfaction and retention.

Key Responsibilities:
  • Manage a portfolio of large commercial accounts to ensure high levels of customer satisfaction and retention.
  • Develop and execute comprehensive engagement and communications strategies to proactively maintain customer satisfaction.
  • Utilize Gainsight playbooks and CTAs to drive business and mitigate risk.
  • Collaborate with cross-functional teams, including Sales and Professional Services, to share customer insights and inform product and service sales opportunities.
  • Provide expert customer insight to product management, marketing, and sales to inform innovation and improvement in the user experience, product capabilities, and features.
  • Exceed all performance targets, including maintaining high unit renewal rates while mitigating risk and losses.
Requirements:
  • 3+ years of experience in account management with mid to later stage SaaS software.
  • Prior experience with tools such as Gainsight is preferred.
  • 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.
  • Agile mindset and ability to navigate change and ambiguity.
What We Offer:
  • Competitive compensation and bonus structure.
  • Equity - Restricted Stock Units (RSUs) for eligible roles.
  • Lucrative Employee Stock Purchase Plan (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.
  • 15 days PTO, plus Incidental Sick Leave.
  • 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).
  • 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.

Smartsheet is an Equal Opportunity 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.

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