Senior Customer Success Manager – Enterprise

🕒 July 15

🇺🇸 United States – Remote

💵 $112.5k - $142.5k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 28%

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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

• Build high-value, strategic relationships with large customers • Act as a trusted advisor helping customers unlock Smartsheet’s core workflows and AI-powered capabilities • Develop and maintain AI Adoption Roadmaps and Customer Success Plans • Build VP- and C-suite-level relationships through QBRs and Executive Business Reviews • Navigate complex organizational structures and maintain stakeholder maps • Partner with Sales on Account Plans and Value Realization frameworks supporting renewals, churn mitigation, expansion, upsell, and cross-sell • Use data to increase adoption and identify and mitigate customer risk • Create territory engagement plans and joint customer enablement plans • Advise customers on industry best practices and complex business problems • Provide customer insights to Product, Marketing, and Sales • Manage a diverse book of business and serve as a Core Platform and Premium Application SME • Partner with Sales, Training, Product, and Professional Services to deliver a cohesive customer experience • Provide thought leadership and mentorship • Lead or contribute to special programs and projects • Report to a Manager of Customer Success

🎯 Requirements

• 8+ years of enterprise Customer Success or Strategic Account Management experience, with a strong background in SaaS and multi-year transformational engagements • Strategic mindset connecting long-term trends to near-term account strategy • Deep understanding of customers’ business goals, pressures, and success metrics • Experience applying emerging technologies, including AI • Ability to operate autonomously across complex and strategically critical accounts • Proven ability to design and drive enterprise-wide, cross-functional initiatives tied to retention, expansion, ROI, and multi-year value realization • Established C-suite relationships within large enterprise organizations • Subject matter authority in Customer Success strategy and the Smartsheet platform • Up-to-date Smartsheet Certifications (Core Product, System Administrator, Project Management, Control Center Lead, Control Center Blueprint Builder) or ability to obtain within 6 months • Willingness and ability to travel regularly for executive briefings, QBRs, and strategic planning sessions

🏖️ 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) • Market competitive incentive opportunity