Customer Success Manager

Smartsheet is the world’s leading SaaS platform for managing and automating collaborative work. Over 90,000 companies, and millions of information workers, trust Smartsheet to help them accelerate business execution and address the volume and velocity of today’s collaborative work. Smartsheet is used by over 50% of the Fortune 500 and maintains rich data integrations with mission-critical applications from Microsoft, Google, Salesforce, Atlassian, and many others.

Smartsheet is looking for a proven Customer Success Manager to manage a small number of large existing customers. In this role you will help drive: customer satisfaction, successful product use, retention, and account growth. 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.

* Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction * Regularly meet with customers in the Chicago market on site to facilitate customer councils, provide training, architect solutions, and generally provide assistance * Perform initial on-boarding of accounts to ensure adoption and develop a relationship for ongoing engagement * Serve as the Smartsheet subject matter expert (SME) providing guidance and addressing challenges on work management, project management, and collaboration to customers * Perform periodic reviews to 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 within our larger customers, many of which operate at massive scale * Exceed performance targets focused around retention, usage, and growth

* 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 * 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