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Customer Success Manager
Posted 14 days agoViewed
💎 Seniority level: Manager, 3+ years
🔍 Industry: Software as a Service (SaaS)
🏢 Company: Smartsheet👥 1001-5000💰 $3,200,000,000 Post-IPO Debt 6 months ago🫂 Last layoff about 2 years agoSaaSEnterpriseSoftware
🗣️ Languages: English
⏳ Experience: 3+ years
Requirements:
- Account management experience with mid to later stage SaaS software
- 3+ years of experience maintaining valuable and outcome-based relationships with a diverse customer account base
- Outstanding task management skills across a varied set of responsibilities
- Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elements
Responsibilities:
- Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime
- Implement a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
- Be the Smartsheet expert, providing guidance and addressing challenges on work/ project management and collaboration to customers
- Explain technical subjects to non-technical end-user personnel in large enterprises
- Understand customer needs and address concerns
- Lead periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account
- Develop tools and and best practices to ensure customers are realizing the greatest possible value from Smartsheet
- Use usage patterns to gain insights, provide guidance and increase customer satisfaction
- Be the primary interface to manage and resolve important situations
- Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities
- Provide expert customer insight to product management, marketing and sales on what innovation and improvement in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption and usage velocity for our customers, many of which operate at massive scale
- Exceed all performance targets
- Perform other duties as assigned
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