Sr. Customer Success Manager, Enterprise

Smartsheet is a company that has been empowering teams for over 20 years with their innovative work management solutions. They are seeking a Sr. Customer Success Manager to oversee large enterprise accounts, enhance customer satisfaction, and drive customer engagement and retention. This role involves onboarding accounts, developing engagement strategies, and providing expert guidance to customers to maximize their use of Smartsheet.

Responsibilities:

• Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle
• Accomplish a comprehensive engagement and communications strategy that maintains high customer satisfaction
• Be the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties
• Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account
• Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet
• Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction
• Be the primary interface to manage and resolve critical situations
• Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet
• Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities
• Exceed all performance targets, including maintaining high retention and growth rates
• Accomplish other tasks as assigned

Requirements:

• 3+ years of Customer Success or Account Management experience (or equivalent)
• The ability to explain technical subjects to non-technical personnel in large enterprises
• Good at building credibility and trust with customers and internal stakeholders by understanding their requirements
• Experience maintaining valuable and outcome-based relationships with a diverse customer account base
• Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elements
• Bachelor's degree in relevant field, or equivalent experience
• Willing to travel based on customer and business need
• Health & Life Sciences (HLS) experience