Customer Success Manager II, Commercial

Smartsheet is looking for a Customer Success Manager to manage a set of large commercial accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. You will be the primary contact for important customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted Smartsheet advisor. For you, this is a career-defining opportunity to join us at an essential moment and have a significant impact. You have experience with Software as a Service (SaaS) account management, maintaining high customer renewal rates as a result of ongoing customer engagement and technical leadership.

This important role will report to a Manager of Customer Success and is based at our Smartsheet office in Boston, MA. Due to the collaborative nature of this role with Account Teams (Sales, Presales, Services) ideal candidates live within driving proximity of our regional hub in Boston, MA.

You Will:

• Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime
• Implement a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
• Be the Smartsheet expert, providing guidance and addressing challenges on work/ project management and collaboration to customers
• Explain technical subjects to non-technical end-user personnel in large enterprises
• Understand customer needs and address concerns
• 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
• Develop tools and and best practices to ensure customers are realizing the greatest possible value from Smartsheet
• Use usage patterns to gain insights, provide guidance and increase customer satisfaction
• Be the primary interface to manage and resolve important situations
• Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities
• Provide expert customer insight to product management, marketing and sales on what innovation and improvement in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale
• Exceed all performance targets, including maintaining high unit renewal rates
• Accomplish other tasks as assigned

You Have:

• Account management experience with mid to later stage SaaS software
• 3+ years of experience maintaining valuable and outcome-based relationships with a diverse customer account base
• Outstanding task management skills across a varied set of responsibilities
• Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elements
• Willing to travel periodically based on customer and business need
• Authorization to work in the U.S. for any employer on an ongoing basis

Perks & Benefits:

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
• Stock - Restricted Stock Units (RSUs) for eligible roles
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Incidental Sick Leave
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. $80,000 - $110,000