Customer Success Manager II - Enterprise (Central/East)

Smartsheet empowers teams to manage work seamlessly and is uniting human teams with AI agents to automate tasks and uncover insights. The Customer Success Manager II will manage large enterprise accounts, drive onboarding, adoption, satisfaction, retention, and growth, and serve as the primary customer contact. The role partners with cross-functional teams to provide solution guidance, resolve critical issues, and identify expansion opportunities.

Responsibilities:

• Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle
• Partner with a cross-functional account team to develop a territory plan that maximizes customer satisfaction, retention, and expansion
• Develop and execute a data-driven enablement strategy that increases customer adoption, showcases product value, and strengthens customer relationships
• 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
• Perform other duties 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
• Authorization to work in the U.S. for any employer on an ongoing basis
• Due to the collaborative nature of this role with Account Teams (Sales, Presales, Services) ideal candidates live in the Central or Eastern United States