132 applicants
Smartsheet · 2 days ago
Customer Success Manager II, Strategic
Boston, MA
Full-time
Onsite
Mid Level
$80K/yr - $120K/yr
3+ years exp
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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
Exceed all performance targets, including maintaining high retention and growth rates
Perform other duties as assigned
Qualification
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Required
3+ years of Customer Success or Account Management experience (or equivalent)
The ability to explain technical subjects to non-technical personnel in large enterprises
Good at building credibility and trust with customers and internal stakeholders by understanding their requirements
Experience maintaining valuable and outcome-based relationships with a diverse customer account base
Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elements
Bachelor's degree in relevant field, or equivalent experience
Willing to travel based on customer and business need
Authorization to work in the U.S. for any employer on an ongoing basis
Benefits
100% employer-paid medical, dental, and vision coverage for full-time employees
Stock - Restricted Stock Units (RSUs) for eligible roles
Lucrative Employee Stock Purchase Program (15% discount)
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
Up to 24 weeks of Parental Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to LinkedIn Learning 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.
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
Company
Smartsheet
Smartsheet is a cloud-based work management platform that empowers collaboration, drives better decision making, and accelerates innovation.
1,001-5,000 employees
Funding
Current Stage
Public CompanyTotal Funding
$152.21MKey Investors
Insight PartnersSutter Hill Ventures
2020-09-29Post Ipo Equity· $31M
2018-04-27IPO· nyse:SMAR
2017-05-31Series F· $52.1M
Leadership Team
Mark P. Mader
President and Chief Executive Officer
Ed Graczyk
VP, Corporate Communications
Recent News
2024-06-05
2024-06-05
Company data provided by crunchbase
