Principal Customer Success Manager
New
S
SmartsheetSaaS / CWM
Flexibility to work remotely from the West or Central region. Teleworking options from any registered location in the U.S.Full-TimePrincipal
Salary135,000 - 172,500 USD per year
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Job Details
- Experience
- 10+ years
- Required Skills
- Data AnalysisCross-functional Team LeadershipAccount ManagementRelationship managementCustomer SuccessSaaS
Requirements
- 10+ years of Customer Success or Account Management experience, preferably with SaaS model.
- Bachelor's degree in a relevant field or equivalent experience.
- Ability to operate with nearly full autonomy and very limited oversight.
- Proven track record of leading cross-departmental initiatives and delivering outcomes.
- History of building successful relationships with VP and C-Level contacts.
- Experience maintaining outcome-based relationships with a diverse customer account base.
- Deep Customer Success and Smartsheet subject matter expertise.
- Proven track record of mentoring peers.
- Up-to-date Smartsheet Certifications or the ability to obtain within 6 months.
- Willingness to travel periodically based on customer and business need.
Responsibilities
- Manage a diverse book of business at scale, with a focus and engagement, enablement and adoption.
- Understand your customer’s business model, go to market strategy and organizational structure.
- Create and execute internal territory engagement plans and/or external joint customer enablement plans.
- Use data to gain insights, provide guidance, increase customer adoption and identify opportunities for expansion.
- Lead or influence renewals, partnering with internal teams to form a cohesive approach to mitigate churn.
- Positively impact revenue via early risk identification and mitigation strategies.
- Support and/or lead high-impact Quarterly Business Reviews (QBRs) and/or Executive Business Reviews (EBRs).
- Serve as a Core Platform and Premium Application Subject Matter Expert (SME).
- Serve as a thought leader, advising customers on industry best practices.
- Partner with cross-functional teams (Sales, Training, Product, Professional Services) to present a unified customer experience.
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