Customer Success Manager II – Enterprise

🔥 0 minutes ago

🇺🇸 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

☁️ SaaS

⚡ Productivity

🤝 B2B

SaaS • Productivity • B2B

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 accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle • Partner with a cross-functional account team to develop a territory plan that maximizes customer satisfaction, retention, and expansion • Develop and execute a data-driven enablement strategy that increases customer adoption, showcases product value, and strengthens customer relationships • Be the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties • 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 • Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet • Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction • Be the primary interface to manage and resolve critical situations • Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet • Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities • Exceed all performance targets, including maintaining high retention and growth rates • Perform other duties as assigned

🎯 Requirements

• 3+ years of Customer Success or Account Management experience (or equivalent) • The ability to explain technical subjects to non-technical personnel in large enterprises • Good at building credibility and trust with customers and internal stakeholders by understanding their requirements • Experience maintaining valuable and outcome-based relationships with a diverse customer account base • Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elements • Bachelor's degree in relevant field, or equivalent experience • Willing 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 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 Sick Time Off • 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)