Sr. Customer Success Manager, Enterprise

Smartsheet Inc; Chicago (IL); Remote; USD 105,000 - 135,000; Full time

Job summary

An innovative tech company is seeking a Sr. Customer Success Manager to lead enterprise accounts and enhance customer satisfaction. This role involves onboarding clients, developing engagement strategies, and acting as the primary contact for customer needs. You will leverage your SaaS experience to foster strong relationships and drive customer retention and growth. Join a dynamic team committed to empowering users with cutting-edge solutions, while enjoying a flexible work environment that values diversity and inclusion.

Benefits

Comprehensive Health Coverage

401k Match

Paid Holidays

Parental Leave

Professional Development Opportunities

Teleworking Options

Qualifications

• 3+ years of experience in Customer Success or Account Management.
• Ability to explain technical subjects to non-technical personnel.

Responsibilities

• Onboard enterprise accounts and ensure ongoing engagement.
• Develop strategies to maintain high customer satisfaction.

Skills

Customer Success Management

Account Management

Technical Communication

Relationship Building

Web-based Technologies

Education

Bachelor's Degree

Job description

Sr. Customer Success Manager, Enterprise

Chicago, IL, USA

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.

Smartsheet is looking for a Sr. Customer Success Manager to manage a set of large enterprise accounts and improve customer satisfaction, application engagement, customer retention, and growth. You will be the primary contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Smartsheet. You have a track record for Software as a Service (SaaS) account management and maintaining high customer renewal rates through ongoing customer engagement and technical leadership.

You will report to a Sr. Manager of Customer Success and may work remotely from the Central or Eastern US territories.

Responsibilities include:

• Perform initial onboarding of enterprise accounts, ensuring adoption and ongoing engagement throughout the customer lifecycle.
• Develop and execute engagement and communication strategies to maintain high customer satisfaction.
• Serve as the Smartsheet expert, guiding customers to create impact and increase collaboration.
• Conduct periodic success reviews, resolve issues with support teams, and expand Smartsheet use within accounts.
• Share best practices to maximize customer value from Smartsheet.
• Analyze usage patterns to provide insights, guidance, and increase adoption.
• Manage and resolve critical situations as the primary interface.
• Collaborate with Sales, Training, and Professional Services teams to identify expansion opportunities.
• Provide customer insights to Product Management, Marketing, and Sales for continuous improvement.
• Achieve performance targets related to retention and growth.
• Perform other tasks as assigned.

Qualifications:

• 3+ years of Customer Success or Account Management experience.
• Ability to explain technical subjects to non-technical personnel.
• Strong credibility and trust-building skills with customers and stakeholders.
• Experience maintaining outcome-based relationships with diverse customers.
• Passion for web-based technologies and understanding Smartsheet's benefits and technical elements.
• Bachelor's degree or equivalent experience.
• Willingness to travel as needed.

Benefits include comprehensive health coverage, 401k match, stipends, paid holidays, parental leave, volunteer days, professional development opportunities, and teleworking options.

Salary Range: $105,000 - $135,000 USD.

About Us:

At Smartsheet, we celebrate diversity and inclusion, welcoming people from all backgrounds and experiences. We encourage applicants from nontraditional career paths and are committed to equal opportunity employment.

If you need accommodations during the interview process, please let us know.