Customer Success Manager I, Commercial

$67,500 - $99,900/Yr

Smartsheet - Bellevue, WA

Full-time - Mid Level

Remote - Bellevue, WA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Customer Success Manager at Smartsheet is responsible for managing a set of large commercial accounts, ensuring high levels of customer satisfaction, successful product use, and customer retention. This role serves as the primary contact for important customers, addressing their needs and concerns while acting as a trusted advisor. The position is pivotal in driving customer engagement and technical leadership, ultimately contributing to the company's mission of empowering teams through innovative solutions.

Responsibilities

• Drive enablement and provide guidance to assigned customers to meet and exceed targets.
• Perform initial onboarding of enterprise-level accounts, ensuring adoption and ongoing engagement.
• Utilize Gainsight playbooks and CTAs to drive business and mitigate risk.
• Implement a comprehensive engagement and communications strategy to maintain high customer satisfaction.
• Explain technical subjects to non-technical end-user personnel in large enterprises.
• Understand customer needs and address concerns effectively.
• Conduct periodic business reviews to confirm satisfaction and resolve issues with the Technical Support team.
• Develop tools and best practices to maximize customer value from Smartsheet.
• Leverage internal applications to analyze usage patterns and health scores for insights and guidance.
• Manage and resolve important customer situations as the primary interface.
• Collaborate with Sales and Professional Services teams to share customer insights for additional sales opportunities.
• Provide expert customer insights to product management, marketing, and sales for product innovation and improvement.
• Exceed performance targets, including maintaining high unit renewal rates.

Requirements

• 3+ years of account management experience with mid to later stage SaaS software.
• Experience maintaining valuable and outcome-based relationships with a diverse customer account base.
• Prior experience with tools such as Gainsight preferred.
• Outstanding task management skills across varied responsibilities.
• Passion for working with web-based technologies and understanding Smartsheet's benefits and use cases.
• Agile mindset with the ability to navigate change and ambiguity.
• Authorization to work in the U.S. for any employer on an ongoing basis.

Nice-to-haves

• Willingness to travel periodically based on customer and business needs.

Benefits

• HSA with 100% employer-paid premiums or buy-up medical/vision and dental coverage options.
• Equity - Restricted Stock Units (RSUs) for eligible roles.
• Employee Stock Purchase Plan with a 15% discount.
• 401k Match (50% of your contribution up to the first 6% of eligible pay).
• Monthly stipend to support work and productivity.
• 15 days PTO plus Incidental Sick Leave.
• Up to 24 weeks of Parental Leave.
• Personal paid Volunteer Day.
• Opportunities for professional growth and development including access to Udemy online courses.
• Company Funded Perks including counseling membership and local retail discounts.
• Teleworking options from any registered location in the U.S.
• Life insurance, short-term, and long-term disability plans for US employees.
• 12 paid holidays per year.