Smartsheet - Boston, MA
posted 5 months ago
Smartsheet is seeking a Customer Success Manager to oversee a portfolio of large strategic accounts, focusing on enhancing customer satisfaction, application engagement, retention, and growth. In this role, you will serve as the primary contact for customers, ensuring that their success criteria are met while sharing best practices and providing solution guidance. Your goal will be to help customers realize the full value of Smartsheet's offerings. With a strong background in Software as a Service (SaaS) account management, you will leverage your expertise to maintain high customer renewal rates through ongoing engagement and technical leadership. As a Customer Success Manager, you will perform initial onboarding for enterprise-level customers, ensuring their adoption of Smartsheet and ongoing engagement throughout their lifecycle. You will collaborate with a cross-functional account team to develop a territory plan aimed at maximizing customer satisfaction, retention, and expansion. Your responsibilities will include executing a data-driven enablement strategy that increases customer adoption, showcases product value, and strengthens relationships. You will also conduct periodic customer success reviews to confirm satisfaction, resolve issues, and expand the use of Smartsheet within accounts. Your role will require you to analyze usage patterns to gain insights, provide guidance, and enhance customer satisfaction. You will be the primary interface for managing and resolving critical situations, working closely with Sales, Training, and Professional Services teams to identify new opportunities for expanding customer use of Smartsheet. Additionally, you will provide expert customer insights to Product Management, Marketing, and Sales, contributing to innovation and continuous improvement efforts. Meeting and exceeding performance targets, including high retention and growth rates, will be a key aspect of your role, along with other duties as assigned.