Customer Success Associate

Smartsheet•San Jose, CA

2d•Remote

About The Position

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday. Customer Success Associate Smartsheet is looking for a Customer Success Associate to manage a set of accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. You will be the primary contact for a high-volume set of customers, responsible for understanding customer success criteria, addressing questions, resolving issues, and, over time, serving 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 will maintain high customer renewal rates as a result of ongoing customer engagement and technical leadership. This important role will report to a Sr. Manager of Customer Success and is based in San José, Costa Rica. This role has flexibility to work remotely, but will need to be able to come into the office as required for training and business needs.

Requirements

Account management experience (preferred)
2 years of experience in Customer Success or Account Management with a strong preference for experience with SaaS software
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
A strong sense of urgency and efficiency in completing work within set deadlines.
Experience working with Salesforce, Smartsheet, Gainsight, and Tableau.
Excellent communication and interpersonal skills, capable of engaging effectively with various stakeholders.
Willing to travel periodically based on customer and business needs
Strong command of English language both oral and written (C1+ and above)

Responsibilities

Be the Smartsheet expert, driving enablement, providing guidance, and resolving challenges for assigned customers to meet and exceed assigned targets
Perform initial onboarding of accounts with enterprise-level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime
Action, comprehensive engagement and communications strategy that proactively maintains high customer satisfaction.
Utilize Gainsight playbooks and CTAs to drive business and mitigate risk
Explain technical subjects to non-technical end-user personnel
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
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
Active team player and self-starter, who can quickly adjust and prioritize in a fast-paced environment.
Exceed all performance targets
Perform other duties as assigned

Benefits

Fully paid Health & Life insurance for full-time employees and family members
Equity - Restricted Stock Units (RSUs) for eligible roles
Monthly stipend to support your work and productivity
Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
12 days paid Vacation + Flexible Time Away Program
20 weeks fully paid Maternity Leave
12 weeks fully paid Paternity/Adoption Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to Udemy online courses
Company Funded Perks including a counseling membership and your own personal Smartsheet account
Teleworking options from any registered location in Costa Rica (role specific)