Customer Success Manager

| Greater Boston Area

Smartsheet is looking for a proven Customer Success Manager to manage a set of large accounts in order to help drive a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted Smartsheet advisor. For the right candidate, this is a career-defining opportunity to join us at a critical moment and truly have a significant impact. The ideal candidate should have a proven track record of Software as a Service (SaaS) account management, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership, and outstanding communication skills.
 
This important role is part of our Customer Success team and is based at the Smartsheet office in Boston, MA
 
Responsibilities:

  • Perform initial on-boarding of accounts with enterprise level customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
  • Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
  • Serve as the Smartsheet subject matter expert (SME) providing guidance and addressing challenges on work/ project management and collaboration to customers
  • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account
  • Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Smartsheet
  • Use usage patterns to gain insights, provide guidance and increase customer satisfaction
  • Serve as the primary interface to manage and resolve any critical situations
  • Work closely 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 continuous improvement is needed 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, many of which operate at massive scale
  • Exceed all performance targets, including maintaining high unit renewal rates

Requirements:

  • Account management experience, preferably for mid to later stage SaaS software, and proven ability to succeed in a fast-paced, dynamic and high growth technology environment
  • Bachelor's degree in a relevant field is highly preferred
  • Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
  • Outstanding multi-task task management skills across a varied set of responsibilities
  • Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet’s benefits, use cases, and technical elements
  • Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises
  • Ability to build credibility and trust by understanding customer requirements and addressing
  • Willing to travel periodically based on customer and business need

About Smartsheet

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, the company delivers a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes. Smartsheet went public on the New York Stock Exchange in April 2018 and currently enables collaboration, better decision making, and accelerated innovation for over 76,000 domain-based customers in 190 countries, including 96 of the Fortune 100.

 

Smartsheet is an Equal Opportunity Employer. Individuals seeking employment at Smartsheet are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.

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Technology we use

  • Engineering
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages

Location

We are located in Boston's Leather District near a host of great restaurants and bars, as well as 6 minutes walking distance from South Station.

An Insider's view of Smartsheet

How would you describe the company’s work-life balance?

“Working at Smartsheet, you quickly realize that everyone is Smart and driven. That being said, you also find a culture built on honesty, authenticity and support. The work-life balance is paramount to Smartsheet and teammates are empowered to have a schedule that works for them best. "No one size fits all."

Innocent

Tech Support

What does your typical day look like?

“Working at Smartsheet is challenging, but rewarding. Change happens quickly, innovation is encouraged, and we are constantly improving our product and how we serve our customers.”

Olivia

Senior Product Trainer

What makes someone successful on your team?

“Working at Smartsheet has epitomized what a successful SaaS organization should look like. Every day, I am held to the highest standard by my peers, leadership, and our customers. What I enjoy most in particular about Smartsheet is how the entire team is driven by the same identity: To empower everyone to improve how the work.”

Paul

Solutions Implementation Manager

How do you empower your team to be more creative?

"Our employees have a track record of innovating and problem solving. Too often hiring managers give out high points for the type of logos recruits have on their resume or for their impressive academic background. We take a different approach by focusing on who has the technical chops to get stuff done and make a positive impact for our customer"

Mahesh

Senior Director of Engineering

What’s the vibe like in the office?

“As Senior Software Development Engineer at Smartsheet I am excited to go to work every day. I love collaborating with all my wonderful teammates building amazing products at Smartsheet. I work with a team of talented and driven people, striving to build the best work management and collaboration product on the market.”

Jenny

Senior Software Development Engineer

What are Smartsheet Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Health Insurance Benefits
Perks & Discounts
Casual Dress
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