Customer Success Manager II, Commercial
1 month ago
Smartsheet is a technology company that empowers teams to manage projects, automate workflows, and build secure solutions using simple no-code tools. We're revolutionizing the way the world works, and we're looking for a Customer Success Manager to join our team.
This role will involve managing a set of large commercial accounts to promote high customer satisfaction, successful product use, and customer retention. You will be the primary contact for important customers, understanding their success criteria, addressing questions, resolving issues, and serving as a trusted Smartsheet advisor.
As a Customer Success Manager, you will perform initial onboarding of accounts with enterprise-level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime. You will also implement a comprehensive engagement and communications strategy to maintain high customer satisfaction.
You will be responsible for being the Smartsheet expert, providing guidance and addressing challenges on work/project management and collaboration to customers. You will also explain technical subjects to non-technical end-user personnel in large enterprises.
Key responsibilities include:
- Performing initial onboarding of accounts with enterprise-level customers
- Implementing a comprehensive engagement and communications strategy
- Being the Smartsheet expert and providing guidance to customers
- Explaining technical subjects to non-technical end-user personnel
- Understanding customer needs and addressing concerns
- Performing periodic customer success reviews
- Developing tools and best practices to ensure customers realize the greatest possible value from Smartsheet
- Using usage patterns to gain insights and provide guidance to customers
- Being the primary interface to manage and resolve important situations
- Working with the Sales and Professional Services teams to share customer insights
Requirements include:
- 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
- Willingness to travel periodically based on customer and business need
Smartsheet offers a competitive base salary range, a market-competitive incentive opportunity, and a RSU stock grant upon accepted offer. The salary range is $80,000 - $110,000.
Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We empower everyone, everywhere to change the way the world works.
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