SmartsheetRemote
Sr. Customer Success Manager, Enterprise - East
United States of America
Full Time
3 weeks ago
$112,000 - $142,000 USD
H1B Sponsor Likely
Key skills
Customer SuccessAccount ManagementSoftware as a Service (SaaS)State & Local Government (SLG) experienceTechnical explanation to non-technical personnelWeb-based technologiesBuilding credibilitytrustProduct ManagementCollaborationSales
About this role
Smartsheet has been empowering teams for over 20 years by providing tools for seamless work management and smart solutions. They are looking for a Sr. Customer Success Manager to enhance customer satisfaction and engagement for large enterprise accounts, ensuring clients realize the value of Smartsheet's offerings.
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
- State & Local Government (SLG) experience