Smartsheet - Boston, MA
posted 3 months ago
Smartsheet is looking for a Sr. Customer Success Manager to manage a set of commercial accounts and improve customer satisfaction, application engagement, customer retention, and growth. In this role, you will be the primary contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Smartsheet. You will leverage your experience in Software as a Service (SaaS) account management to maintain high customer renewal rates through ongoing engagement and technical leadership. Your responsibilities will include performing initial onboarding of accounts with enterprise-level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle. You will develop a comprehensive engagement and communications strategy that maintains high customer satisfaction. As the Smartsheet expert, you will provide guidance to allow customers to create impact and increase collaboration across their organization and with external parties. Additionally, you will conduct periodic customer success reviews to confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account. You will implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet, using usage patterns to gain insights, provide guidance, and increase customer adoption and satisfaction. You will also be the primary interface to manage and resolve critical situations, working closely with the Sales, Training, and Professional Services teams to identify new opportunities to expand customer use of Smartsheet. Your role will involve providing expert customer insight to Product Management, Marketing, and Sales on innovation and continuous improvement opportunities, while exceeding all performance targets, including maintaining high retention and growth rates.