Customer Success Manager II, Enterprise

Posted about 11 hours agoViewed

💎 Seniority level: Manager, 3+ years

📍 Location: United States

💸 Salary: 80000.0 - 110000.0 USD per year

🔍 Industry: Software as a Service (SaaS)

🏢 Company: Smartsheet👥 1001-5000💰 $3,200,000,000 Post-IPO Debt 5 months ago🫂 Last layoff about 2 years agoSaaS Enterprise Software

🗣️ Languages: English

⏳ Experience: 3+ years

🪄 Skills: LeadershipProject ManagementSQLData AnalysisProduct ManagementREST APICommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer servicePresentation skillsWritten communicationAccount ManagementTeamworkTrainingTroubleshootingActive listeningClient relationship managementCross-functional collaborationRelationship managementSales experienceTechnical supportCustomer supportCustomer SuccessSaaS

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

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

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