Customer Success Manager II - Enterprise

New

SmartsheetSoftware as a Service

REMOTE, USAFull-TimeMiddle

Salary$85,000 — $115,000 USD

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Job Details

3+ years of Customer Success or Account Management experience (or equivalent).
Bachelor's degree in relevant field, or equivalent experience.
Ability to explain technical subjects to non-technical personnel in large enterprises.
Demonstrated ability to build credibility and trust with customers and internal stakeholders.
Experience maintaining valuable and outcome-based relationships with a diverse customer account base.
Passion for working with leading edge, web-based technologies.
Willingness to travel based on customer and business need.

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, 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.

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