SmartsheetRemote
Sr. Manager, Customer Success - Enterprise
United States
Full-time
2 hours ago
$135,000 - $172,000 USD
H1B Sponsor Likely
Key skills
Customer Success ManagementCloud Applications ExperienceTeam LeadershipAccount ManagementData AnalysisOperational ExcellenceInclusivityMentoringCollaborationCreative Problem SolvingSaaSLeadershipCustomer SuccessSales
About this role
Smartsheet is a company that has been helping teams achieve their goals for over 20 years. They are looking for a Sr. Manager of Customer Success to build and scale their Enterprise Customer Success team, manage a team of Customer Success Managers, and collaborate with various departments to drive customer value and retention.
Responsibilities:
- Manage a team of Customer Success Managers
- Meet or exceed set targets
- Set expectations with internal team members, develop a collaborative team culture while promoting career growth
- Empower team of CSMs to onboard and expand customer product usage while uncovering revenue opportunities
- Use data to track performance, forecast retention, and create customer insight
- Partner with Marketing, Support, Professional Services, and Sales to create a positive customer journey that delights customers, improves customer satisfaction, inspires referrals and guides account growth
- Build/refine programs to improve and scale
- Bring creative ideas to the group to help improve the next stages of the business
- Promote operational excellence across the Customer Success team
- Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities
- Other job duties as assigned
Requirements:
- Business development, organization, team building and management passion
- Experience working in a cloud applications
- 5+ years working in a leadership capacity
- 8+ years of Customer Success or Account management experience in a technology/software environment, or Technical Account Management experience within Enterprise SaaS
- Passion and demonstrated ability for mentoring and team growth
- Experienced in managing a Customer Success or Account Management team
- Outstanding management skills across a varied set of responsibilities
- Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and business and technical elements
- Experience and success partnering across departments
- Bachelors (BA/BS) degree