Job Information
Smartsheet Inc. Sr. Customer Success Manager, Key Accounts in Clyde Hill, Washington
Smartsheet is looking for a Senior Customer Success Manager, Key Accounts to manage a book of Large Enterprise Key Accounts. Your responsibilities will include driving customer satisfaction, engagement, adoption, retention and growth. You will serve as a key point of contact for customers, understanding their success objectives, sharing best practices, providing strategic guidance and helping them realize value from Smartsheet. For the right candidate, this is a career-defining opportunity to join us at a critical moment and have a significant impact in the Collaborative Work Management (CWM) space. The ideal candidate should have a proven track record of Software as a Service (SaaS) account management with a focus on Customer Success, strong technical leadership and outstanding communication skills. This important role will report to a Sr Manager of Customer Success - Key Accounts and may work remotely from the West Coast. You Will: Develop and execute comprehensive engagement strategies and joint-success plans across assigned accounts Make data-driven decisions to mitigate risk, increase adoption and uncover new opportunities Be a product expert Serve as a strategic partner, guiding customers to outcomes-based value with our platform Align to and document customer use cases that support business critical functions and/or competitive advantages Seek out and develop relationships with customer executives Perform Quarterly and Executive Business Reviews Build relationships and drive positive change across internal teams, working closely with Sales, Support, Product and Training as a catalyst for continuous improvement and customer advocacy Met or exceed quarterly goals (e.g. Net Dollar Retention) and MBOs Be a thought leader - helping us improve and scale our business while providing mentorship to emerging CS talent Perform other duties as assigned You Have: Extensive experience managing Fortune 100 / Global Accounts Extensive experience with XaaS model with a focus on Customer Success History of building successful relationships with VP and C-Level customer contacts The ability to respectfully challenge and drive meaningful change with customers Advanced business acumen (e.g. Financial, Value, Strategy) Project Portfolio Management (PPM) knowledge and experience (Preferred) Smartsheet Product and System Administrator Certification (or ability to obtain within 3 months of hire) Reside on the West Coast Perks & Benefits: HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees Stock - Restricted Stock Units (RSUs) for eligible roles Lucrative Employee Stock Purchase Program (15% discount) 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 Incidental Sick Leave 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 LinkedIn Learning 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) Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible