Sr. Customer Success Manager - Enterprise
New
S
SmartsheetSoftware as a Service
REMOTE, USAFull-TimeSenior
Salary$112,500 — $142,500 USD
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Job Details
- Experience
- 3+ years
- Required Skills
- Account ManagementRelationship managementStakeholder managementCustomer SuccessSaaS
Requirements
- 3+ years of Customer Success or Account Management experience (or equivalent)
- Ability to explain technical subjects to non-technical personnel in large enterprises
- Proven track record of building credibility and trust with customers and stakeholders
- Experience maintaining valuable and outcome-based relationships with a diverse customer account base
- Passion for working with leading edge, web-based technologies
- Desire to understand Smartsheet's benefits, use cases, and technical elements
- Bachelor's degree in relevant field, or equivalent experience
- Willingness to travel based on customer and business need
Responsibilities
- Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle
- Accomplish a comprehensive engagement and communications strategy that maintains high customer satisfaction
- Be the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration
- Perform periodic customer success reviews that confirm satisfaction, resolve issues, and expand Smartsheet use
- Implement and share best practices to ensure customers realize maximum value from Smartsheet
- Analyze usage patterns to provide guidance and increase adoption
- Act as the primary interface to manage and resolve critical situations
- Collaborate with Sales, Training and Professional Services teams to identify new opportunities for expansion
- Provide customer insight to Product Management, Marketing and Sales on innovation and improvement opportunities
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