Sr. Customer Success Manager - Enterprise

New

SmartsheetCollaborative Work Management

REMOTE, USAFull-TimeSenior

Salary$112,500 — $142,500 USD

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Job Details

8+ years of enterprise Customer Success or Strategic Account Management experience, with a strong background in SaaS and multi-year transformational engagements.
Strategic mindset that anticipates market and business trends to connect long-term trends to near-term account strategy.
Deeply attuned to the goals, pressures, and success metrics of the customer's business.
Experience applying emerging technologies, including AI, to evolve value delivery and scale customer relationships.
Ability to operate with autonomy across complex and strategically critical accounts.
Proven ability to design and drive enterprise-wide, cross-functional initiatives that link platform adoption to measurable outcomes like retention and ROI.
Established C-suite relationships within large enterprise organizations, engaging as a peer and strategic advisor.
Recognized subject matter authority in Customer Success strategy and the Smartsheet platform.
Willingness and ability to travel regularly for executive briefings, QBRs, and strategic planning sessions.
Ability to obtain required Smartsheet Certifications (Core Product, System Administrator, Project Management, Control Center Lead, Control Center Blueprint Builder) within 6 months.

Act as a trusted advisor, partnering with customers to unlock the full potential of Smartsheet's platform from core workflows through to AI-powered capabilities.
Develop and maintain AI Adoption Roadmaps and Customer Success Plans that connect Smartsheet's AI features to each customer's strategic priorities.
Build and sustain trusted, multi-threaded relationships at the VP and C-Suite level, serving as a long-term strategic partner.
Navigate complex organizational structures to develop a robust stakeholder map, ensuring relationships are resilient and aligned to evolving business strategy.
Partner with Sales to build Account Plans and Value Realization frameworks that drive renewal confidence, mitigate churn, and identify expansion opportunities.
Use data to gain insights, increase customer adoption, and proactively identify and mitigate risk across your book of business.
Create and execute territory engagement plans and joint customer enablement plans grounded in customer-specific data.
Serve as a thought leader, advising customers on industry best practices and complex business problems.
Provide customer insight to internal Product, Marketing, and Sales teams to inform roadmap prioritization and go-to-market strategy.
Manage a diverse book of business at scale, serving as a Core Platform and Premium Application SME.

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