Sr. Manager, Customer Success - Enterprise

Smartsheet•Boston, MA

4h•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. Smartsheet is looking for a Sr. Manager of Customer Success to help build and scale our Enterprise Customer Success team. The right candidate is an experienced manager with a proven ability to create programs to drive the customer adoption lifecycle throughout all Smartsheet accounts. As a Sr. Manager of Customer Success you will manage a team of Customer Success Managers and partner with the Director of Customer Success, Enterprise to execute on the overall team vision. You will collaborate with Sales and Marketing to help drive growth of our business. This role is responsible for driving successful product usage, customer value, and net retention. You will report to the Director of Customer Success, Enterprise. Due to the collaborative nature of this role, ideal candidates will be based on the East Coast.

Requirements

Business development, organization, team building and management passion
Experience working in a cloud applications
5+ years working in a leadership capacity
8+ years of Customer Success or Account management experience in a technology/software environment, or Technical Account Management experience within Enterprise SaaS
Passion and demonstrated ability for mentoring and team growth
Experienced in managing a Customer Success or Account Management team
Outstanding 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 business and technical elements
Experience and success partnering across departments
Bachelors (BA/BS) degree

Responsibilities

Manage a team of Customer Success Managers
Meet or exceed set targets
Set expectations with internal team members, develop a collaborative team culture while promoting career growth.
Empower team of CSMs to onboard and expand customer product usage while uncovering revenue opportunities.
Use data to track performance, forecast retention, and create customer insight
Partner with Marketing, Support, Professional Services, and Sales to create a positive customer journey that delights customers, improves customer satisfaction, inspires referrals and guides account growth.
Build/refine programs to improve and scale
Bring creative ideas to the group to help improve the next stages of the business
Promote operational excellence across the Customer Success team
Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities
Other job duties as assigned

Benefits

Medical/vision and dental coverage options for full-time employees
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 Sick Time Off
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
Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)