Enterprise Customer Success Manager II — Remote

Neura Market; Northern (KY); Hybrid; USD 85,000 - 115,000; Full time

Benefits offered by this job

Employer subsidized medical/vision and

Dental coverage

401k Match

Monthly stipend

Flexible Time Away

Paid holidays

Job summary

Smartsheet, a leader in collaborative work management, is seeking a Customer Success Manager to guide a set of large enterprise accounts, drive adoption, retention and growth, and act as the primary contact across account teams.

You will onboard enterprise customers, develop data-driven enablement, share best practices, and partner with Sales, Training and Services to uncover expansion opportunities while ensuring value realization from Smartsheet.

Qualifications

• 3+ years of Customer Success or Account Management experience (or equivalent).
• Ability to explain technical subjects to non-technical personnel in large enterprises.
• Good at building credibility and trust with customers and internal stakeholders by understanding their requirements.
• Experience maintaining valuable and outcome-based relationships with a diverse customer account base.
• 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 based on customer and business need.
• Authorization to work in the U.S. for any employer on an ongoing basis.

Responsibilities

• Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle.
• Partner with a cross-functional account team to develop a territory plan that maximizes customer satisfaction, retention, and expansion.
• Develop and execute a data-driven enablement strategy that increases customer adoption, showcases product value, and strengthens customer relationships.
• Be the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties.
• 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.
• Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet.
• Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction.
• Be the primary interface to manage and resolve critical situations.
• Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet.
• Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities.
• Exceed all performance targets, including maintaining high retention and growth rates.
• Perform other duties as assigned.

Skills

Customer Success

Account Management

Technical explanation

Stakeholder management

Relationship building

Travel flexibility

Education

Bachelor's degree or equivalent

Job description

Smartsheet, a leader in collaborative work management, is seeking a Customer Success Manager to guide a set of large enterprise accounts, drive adoption, retention and growth, and act as the primary contact across account teams.

You will onboard enterprise customers, develop data-driven enablement, share best practices, and partner with Sales, Training and Services to uncover expansion opportunities while ensuring value realization from Smartsheet.