Customer Success Manager II – Enterprise

🕒 June 25

🇺🇸 United States – Remote

💵 $85k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Smartsheet

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

💼 Consulting

🏥 Healthcare

📣 Marketing

Consulting • Healthcare • Marketing

Smartsheet is a platform designed to manage projects, automate workflows, and build solutions at scale. It offers a wide range of features including automation, team collaboration, dashboards and reporting, and integrations, allowing businesses to streamline their operations. The platform caters to diverse use cases such as project management, IT portfolio management, marketing management, and more, serving various industries including government, finance, and healthcare. Smartsheet also emphasizes security and data protection, ensuring users' data privacy. Additionally, it offers professional services like consulting, training, and implementation support to maximize the platform's capabilities.

📋 Description

• Perform initial onboarding of enterprise-level customer accounts and ensure adoption and ongoing engagement throughout the customer lifecycle • Partner with cross-functional account teams to develop territory plans maximizing customer satisfaction, retention, and expansion • Develop and execute data-driven enablement strategies to increase adoption, showcase product value, and strengthen customer relationships • Provide expert Smartsheet guidance to help customers create impact and increase collaboration • Perform periodic customer success reviews, confirm satisfaction, resolve issues with Technical Support, and expand product use • Implement and share best practices to maximize customer value from Smartsheet • Analyze usage patterns to provide guidance and increase adoption and satisfaction • Act as the primary interface for managing and resolving critical situations • Work with Sales, Training, and Professional Services to identify expansion opportunities • Provide customer insight to Product Management, Marketing, and Sales for innovation and continuous improvement • Exceed performance targets, including retention and growth rates • Report to a Manager of Customer Success • Perform other duties as assigned

🎯 Requirements

• 3+ years of Customer Success or Account Management experience (or equivalent) • Ability to explain technical subjects to non-technical personnel in large enterprises • Ability to build credibility and trust with customers and internal stakeholders by understanding their requirements • Experience maintaining valuable, outcome-based relationships with a diverse customer account base • Passion for leading-edge, web-based technologies and desire to understand Smartsheet’s benefits, use cases, and technical elements • Bachelor's degree in a relevant field, or equivalent experience • Willingness to travel based on customer and business need • Authorization to work in the U.S. for any employer on an ongoing basis

🏖️ Benefits

• Employer subsidized medical/vision and dental coverage for full-time employees • 401k Match: 50% of your contribution up to the first 6% of eligible pay • Monthly stipend to support work and productivity • Flexible Time Away Program • Sick Time Off • Smartsheet-sponsored life insurance • Short-term disability plan • Long-term disability plan • 12 paid holidays per year • Up to 24 weeks of Parental Leave • Personal paid Volunteer Day • Professional growth and development opportunities • Access to Udemy online courses • Counseling membership • Local retail discounts • Personal Smartsheet account • Teleworking options from any registered location in the U.S. (role specific) • Market competitive incentive opportunity