Customer Success Manager II – Enterprise

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

📋 Description

• Conduct the initial onboarding process for enterprise-level customers, ensuring their adoption and ongoing engagement throughout their lifecycle.

• Collaborate with a cross-functional account team to create a territory strategy that optimizes customer satisfaction, retention, and growth.

• Design and implement a data-driven enablement strategy that enhances customer adoption, highlights product value, and fortifies customer relationships.

• Serve as the Smartsheet expert, offering guidance to enable customers to create impact and enhance collaboration within their organization and with external partners.

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

• Share and implement best practices to ensure customers derive maximum value from Smartsheet.

• Analyze usage patterns to gather insights, provide guidance, and enhance customer adoption and satisfaction.

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

• Collaborate with Sales, Training, and Professional Services teams to identify new opportunities for expanding customer utilization of Smartsheet.

• Provide expert customer insights to Product Management, Marketing, and Sales regarding innovation and continuous improvement opportunities.

• Surpass all performance metrics, including maintaining high retention and growth rates.

• Perform additional duties as assigned.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success or Account Management (or equivalent).

• Ability to articulate technical concepts to non-technical personnel in large enterprises.

• Skilled at building trust and credibility with customers and internal stakeholders by understanding their needs.

• Experience in nurturing valuable and outcome-driven relationships with a diverse customer account base.

• Enthusiasm for working with cutting-edge, web-based technologies and a strong desire to understand the benefits, use cases, and technical aspects of Smartsheet.

• Bachelor's degree in a relevant field, or equivalent experience.

• Willingness to travel based on customer and business requirements.

• 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, along with Sick Time Off.

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

• U.S. employees are entitled to 12 paid holidays annually.

• Up to 24 weeks of Parental Leave.

• Personal paid Volunteer Day to give back to 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 a personal Smartsheet account.

• Teleworking options available from any registered location in the U.S. (role-specific).