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

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. This role is crucial as it allows you to have a significant impact on customer engagement and retention, making it a career-defining opportunity. You will be responsible for onboarding enterprise-level customers, ensuring their adoption of Smartsheet, and maintaining ongoing engagement throughout their lifetime. In this role, you will utilize Gainsight playbooks and CTAs to drive business and mitigate risk, implementing a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction. You will explain technical subjects to non-technical end-user personnel in large enterprises, understand customer needs, and address concerns effectively. Periodic business reviews will be conducted to confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account. Additionally, you will develop tools and best practices to ensure customers are realizing the greatest possible value from Smartsheet. By leveraging internal applications to analyze usage patterns and health scores, you will gain insights that help increase customer satisfaction. You will also be the primary interface to manage and resolve important situations, working closely with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities. Your expert customer insight will be invaluable to product management, marketing, and sales, ensuring rapid adoption, usage velocity, and high renewal and referral rates in our larger customers. This position reports to a Manager of Customer Success and is open to being 100% remote, although candidates living near our headquarters in Bellevue, WA, are preferred due to the collaborative nature of the role with Account Teams (Sales, Presales, Services).

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 health scores 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.
• Other tasks as assigned

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