Customer Success Manager II - Enterprise
New
S
SmartsheetSaaS
Ideal candidates live in the Central or Eastern United StatesFull-TimeMiddle
Salary$85,000 — $115,000 USD
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Job Details
- Experience
- 3+ years
- Required Skills
- Customer SuccessSaaSAccount Management
Requirements
- 3+ years of Customer Success or Account Management experience (or equivalent)
- Ability to explain technical subjects to non-technical personnel in large enterprises
- Experience building 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
- 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
- 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 with the help of the Technical Support team, 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
- Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities
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