Customer Success Manager I, Commercial

$67,500 - $99,900/Yr

Smartsheet - Boston, MA

Full-time - Mid Level

Boston, MA

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

About the position

Smartsheet is seeking a Customer Success Manager to oversee a portfolio of large commercial accounts, ensuring high levels of customer satisfaction, effective product utilization, and strong customer retention. In this pivotal role, you will serve as the primary contact for key customers, understanding their success criteria, addressing inquiries, resolving issues, and ultimately becoming a trusted advisor for Smartsheet. This is a career-defining opportunity to join the company at a crucial time and make a significant impact on customer relationships and satisfaction. As a Customer Success Manager, you will be responsible for driving customer enablement, providing guidance, and resolving challenges for your assigned customers to meet and exceed performance targets. You will conduct initial onboarding for enterprise-level accounts, ensuring that customers adopt and engage with the product throughout their lifecycle. Utilizing Gainsight playbooks and CTAs, you will implement a comprehensive engagement strategy that proactively maintains high customer satisfaction levels. Your role will also involve explaining technical concepts to non-technical users in large enterprises, understanding customer needs, and addressing any concerns they may have. You will perform periodic business reviews to confirm customer satisfaction, resolve issues with the Technical Support team, and expand the use of Smartsheet within the account. Additionally, you will develop tools and best practices to ensure customers derive maximum value from Smartsheet, leveraging internal applications to analyze usage patterns and Healthscore to gain insights that enhance customer satisfaction. As the primary interface for managing and resolving critical situations, you will collaborate with Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities. Your expert insights will also contribute to product management, marketing, and sales efforts, focusing on innovations and improvements that drive rapid adoption, usage velocity, and high renewal and referral rates among our larger customers, many of which operate at massive scale. Ultimately, you will be expected to exceed all performance targets, including maintaining high unit renewal rates while mitigating risks and losses.

Responsibilities

• Be the Smartsheet expert, driving enablement, providing guidance and resolving challenges for assigned customers to meet and exceed assigned targets.
• Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime.
• Utilize Gainsight playbooks and CTAs to drive business and mitigate risk.
• Implement a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction.
• Explain technical subjects to non-technical end-user personnel in large enterprises.
• Understand customer needs and address concerns.
• Perform periodic business reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account.
• Develop tools and best practices to ensure customers are realizing the greatest possible value from Smartsheet.
• Leverage internal applications to analyze usage patterns and Healthscore 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.
• Exceed all performance targets, including maintaining high unit renewal rates while mitigating risk and losses.

Requirements

• 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.
• Prior experience with tools such as Gainsight preferred.
• 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.
• Have an agile mindset and approach with the ability to adroitly navigate change and ambiguity.
• Willing to travel periodically based on customer and business need.
• Authorization to work in the U.S. for any employer on an ongoing basis.

Benefits

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees.
• Equity - Restricted Stock Units (RSUs) for eligible roles.
• Lucrative Employee Stock Purchase Plan (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.
• 15 days PTO, 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 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).
• 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.
• Competitive range of compensation for roles that may be hired in different geographic areas.