Job DescriptionSmartsheet is looking for a Sr. Manager of Customer Success, Strategic Accounts to help build and scale our 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 Manager of Customer Success, Strategic Accounts you will manage a team of Customer Success Managers and partner with the Sr. Manager of Customer Success & Implementation Services 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 RVP, Customer Success. Due to the collaborative nature of this role, ideal candidates will be based in the Midwestern US territory.
You Will:
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
You Have:
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
ent, 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
Perks & Benefits:
HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
Equity - Restricted Stock Units (RSUs) for eligible roles
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
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 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. (role specific)
Smartsheet 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.
California & New York: $135,000 to $189,000
All other US States: $125,000 to $175,000
Get 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 Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. 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 welcome diverse perspectives and people who aren’t afraid to be innovative—join us!