Customer Success Manager II, Commercial

Company: Smartsheet Inc
Location: Boston
Posted on: January 24, 2025

Job Description:

Smartsheet is a tech company with a human story to tell. We're here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We're revolutionaries - so for us changing the way the world works is all in a day's work.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. For you, this is a career-defining opportunity to join us at an essential moment and have a significant impact. You have experience with Software as a Service (SaaS) account management, maintaining high customer renewal rates as a result of ongoing customer engagement and technical leadership.This important role will report to a Manager of Customer Success and is based at our Smartsheet office in Boston, MA. Due to the collaborative nature of this role with Account Teams (Sales, Presales, Services) ideal candidates live within driving proximity of our regional hub in Boston, MA.You Will:

• Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime
• Implement a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
• Be the Smartsheet expert, providing guidance and addressing challenges on work/project management and collaboration to customers
• Explain technical subjects to non-technical end-user personnel in large enterprises
• Understand customer needs and address concerns
• 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 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
• 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, many of which operate at massive scale
• Exceed all performance targets, including maintaining high unit renewal rates
• Accomplish other tasks as assignedYou Have:
  • 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
  • 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
  • Willing to travel periodically based on customer and business need
  • Authorization to work in the U.S. for any employer on an ongoing basisSmartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. $80,000 - $110,000Get to Know Us:At Smartsheet, we've created a place where everyone is welcome - people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You're encouraged to apply even if your experience doesn't precisely match our job description-if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works-join us!Equal Opportunity Employer:Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, and Japan. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.Apply for this job* indicates a required fieldFirst Name *Last Name *Email *Phone *Location (City) *Resume/CV *Enter manuallyAccepted file types: pdf, doc, docx, txt, rtfI understand ideal candidates live within driving proximity of our regional hub in Boston, MA. * Select...Do you know anyone who works at Smartsheet? *If yes, please include name(s) and the nature of the relationship(s). If no, please type no.How did you hear about us? * Select...LinkedIn ProfileVoluntary EEOC DemographicsAt Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members. Individuals seeking employment at Smartsheet are considered without regards 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 in the US, UK, and Australia.Below is a set of voluntary demographic questions. If you choose to complete them, your responses will be used in aggregate to help us identify areas for improvement in our programs. Your responses, or your choice to not respond, will not be considered in the hiring process. Any information that you provide will be recorded and maintained confidentially.For definitions of any of the following terms or to read more about your rights, please visit the EEOC website here.Select...I identify as transgender: * Select...I identify my race / ethnicity as (select all that apply): * Select...
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Keywords: Smartsheet Inc, Newton , Customer Success Manager II, Commercial, Executive , Boston, Massachusetts