Customer Success Manager II, Commercial (Remote Eligible)
Smartsheet
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Posted:
August 23, 2023
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Remote
About the position
Smartsheet is seeking a Customer Success Manager to oversee a portfolio of large commercial accounts. The main objective of this role is to ensure high customer satisfaction, successful product utilization, and customer retention. As the primary point of contact for key customers, the Customer Success Manager will address inquiries, resolve issues, and serve as a trusted advisor. This position requires experience in SaaS account management, with a focus on maintaining high customer renewal rates through ongoing engagement and technical leadership. The role reports to the Manager of Customer Success - Commercial and may offer remote work options on the East Coast.
Responsibilities
- 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 innovation and improvement in the user experience, product capabilities and features, and customer engagement processes
- Exceed all performance targets, including maintaining high unit renewal rates
- Accomplish other tasks as assigned
Requirements
- 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 basis
- Must be located in the East Coast region of the United States
Benefits
- 100% employer-paid medical, dental, and vision coverage for full-time employees
- Equity - Restricted Stock Units (RSUs) with all offers
- Lucrative Employee Stock Purchase Program (15% discount)
- 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
- Monthly stipend to support your work and productivity
- Flexible Time Away Program, plus Incidental Sick Leave
- Up to 24 weeks of Parental Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development including access to LinkedIn Learning online courses
- Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
- Teleworking options from any registered location in the U.S.
- US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
- US employees receive 12 paid holidays per year
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Smartsheet
Smartsheet is a cloud-based work management platform that empowers collaboration, drives better decision making, and accelerates innovation.
Company Overview
Smartsheet is a cloud-based work management platform that empowers collaboration, drives better decision making, and accelerates innovation.
Benefits
Compensation and Financial Benefits
- Competitive salaries and stock options
- 401(k) plan with employer matching
- Health Savings Account (HSA) with employer contributions
- Bonuses and incentives
- Employee discount program
Health and Wellness
- Comprehensive medical, dental, and vision insurance coverage
- Mental health benefits, including access to therapy and counseling services
- Wellness programs and resources
- Gym membership discounts and fitness reimbursement
- On-site fitness center
- Paid parental leave for both primary and secondary caregivers
Work-life Balance and Flexibility
- Flexible work schedules
- Remote work options
- Generous paid time off policy, including vacation, sick days, and personal days
- Paid holidays
- Sabbaticals
Professional Development and Growth
- Educational stipends for continued learning and development
- Internal training and development programs
- Opportunities for career growth and advancement
- Regular feedback and performance reviews
Office Environment and Tools
- Modern and well-equipped office spaces
- Ergonomic office equipment, including adjustable desks and chairs
- Latest technology and tools to support productivity
- Access to premium software and subscriptions
- On-site cafeteria
- Free snacks and beverages
- Pet-friendly work environment
Additional Perks and Incentives
- Employee Assistance Program (EAP) for support with personal and work-related issues
- Team-building events and company retreats
- Casual dress code
- Employee referral program with bonuses
- Tuition reimbursement
- Paid volunteer time
Smartsheet is a great place to work for those looking for a competitive salary, comprehensive benefits, and a supportive work environment. The company offers a variety of perks and incentives to help employees achieve their personal and professional goals.
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