Senior Customer Success Manager – Enterprise

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

📋 Description

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

• Develop a robust engagement and communication strategy to uphold high levels of customer satisfaction.

• Serve as the Smartsheet expert, offering guidance to empower customers in creating impact and enhancing collaboration within their organizations and with external partners.

• Carry out regular customer success reviews to assess satisfaction, address issues with support from the Technical Support team, and promote broader use of Smartsheet across the account.

• Share and implement best practices to guarantee that customers are maximizing the value derived from Smartsheet.

• Analyze usage patterns to gain insights, provide tailored guidance, and boost customer adoption and satisfaction.

• Act as the primary liaison to manage and resolve critical situations effectively.

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

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

• Surpass all performance targets, including achieving high retention and growth rates.

• Perform additional tasks as assigned.

⛳️ Requirements

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

• Experience with State & Local Government (SLG) is preferred.

• Capability to convey technical concepts to non-technical personnel in large organizations.

• Strong ability to build trust and credibility with customers and internal stakeholders by understanding their needs.

• Proven experience in maintaining valuable, outcome-focused relationships with a diverse range of customer accounts.

• Enthusiasm for engaging with cutting-edge, web-based technologies, and a desire to comprehend Smartsheet's benefits, use cases, and technical aspects.

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

• Willingness to travel based on customer and business requirements.

🏝️ Benefits

• Employer-subsidized medical, vision, and dental coverage for full-time staff.

• 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.

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

• US employees enjoy 12 paid holidays annually.

• Up to 24 weeks of Parental Leave.

• A Personal paid Volunteer Day to support community involvement.

• Opportunities for professional growth and development, including access to Udemy online courses.

• Company-funded perks, such as a counseling membership, local retail discounts, and your own personal Smartsheet account.

• Options for teleworking from any registered location in the U.S. (specific to the role).