Sr. Customer Success Manager IV, Enterprise
New
United StatesFull-TimeSenior
Salary$135,000—$172,500 USD
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Job Details
- Experience
- 10+ years
- Required Skills
- Data AnalysisAccount 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.
- Deep Customer Success and Smartsheet subject matter expertise.
- Proven track record of mentoring peers.
- Ability to obtain Smartsheet Certifications 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 and support expansion.
- 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).
- Effectively partner with cross-functional teams to present a unified, cohesive and elite customer experience.
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