Customer Success Manager II, Commercial – East

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct the initial onboarding process for accounts with enterprise-level clients, ensuring engagement and adoption throughout the customer's journey.

• Develop and implement a thorough engagement and communication strategy to proactively uphold high levels of customer satisfaction.

• Act as the Smartsheet expert, offering guidance and addressing challenges related to work/project management and collaboration for customers.

• Simplify technical subjects for non-technical end-user personnel within large organizations.

• Identify customer needs and address any concerns that arise.

• Conduct regular customer success reviews to confirm satisfaction, resolve issues with assistance from the Technical Support team, and promote wider Smartsheet usage within the account.

• Create tools and best practices to ensure that customers derive maximum value from Smartsheet.

• Leverage usage patterns to gain insights, provide guidance, and enhance customer satisfaction.

• Serve as the primary point of contact to manage and resolve critical situations.

• Collaborate with Sales and Professional Services teams to share customer insights that can lead to additional product and service sales opportunities.

• Offer expert customer insights to product management, marketing, and sales regarding innovations and improvements in user experience, product capabilities, and customer engagement processes to ensure rapid adoption, usage velocity, and high renewal and referral rates among our larger clients, many of whom operate on a massive scale.

• Surpass all performance targets, including maintaining high unit renewal rates.

• Complete other tasks as assigned.

⛳️ Requirements

• Experience in account management with mid to later-stage SaaS software.

• Over 3 years of experience in maintaining valuable, outcome-based relationships with a diverse customer account base.

• Exceptional task management skills across a wide range of responsibilities.

• A passion for working with cutting-edge web-based technologies and a desire to comprehend the benefits, use cases, and technical elements of Smartsheet.

• Willingness to travel periodically as required by customer and business needs.

• 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 assist you in saving for your future (50% of your contribution up to the first 6% of your eligible pay).

• Monthly stipend to enhance your work and productivity.

• Flexible Time Away Program, in addition to Sick Time Off.

• U.S. employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans.

• U.S. employees receive 12 paid holidays each 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 available from any registered location in the U.S. (role-specific).