Sr. Customer Success Manager, Strategic

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Requirements:

• 3+ years of Customer Success or Account Management experience (or equivalent).
• Ability to explain technical subjects to non-technical personnel.
• Strong relationship-building skills with diverse customer accounts.
• Passion for web-based technologies and understanding of Smartsheet's benefits.
• Bachelor's degree in a relevant field or equivalent experience.
• Willingness to travel based on customer and business needs.

Responsibilities:

• Perform initial onboarding of accounts with enterprise level customers.
• Accomplish a comprehensive engagement and communications strategy.
• Provide guidance to customers to increase collaboration and impact.
• Conduct periodic customer success reviews to ensure satisfaction.
• Implement best practices for customer value realization.
• Use usage patterns to provide insights and increase adoption.
• Manage critical situations effectively.
• Collaborate with Sales, Training, and Professional Services teams to identify expansion opportunities.
• Provide customer insights to Product Management, Marketing, and Sales for continuous improvement.
• Exceed performance targets related to retention and growth.