Senior Customer Success Manager, Smartsheet
More information about location
Dynamic workspace platform for collaboration
Be an early applicant
Dynamic workspace platform for collaboration
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
to empower anyone to drive meaningful change — for themselves, their businesses, and the world.
Role
Who you are
- Proven account management experience in mid- to late-stage SaaS environments, with a strong focus on delivering and communicating customer value and the business outcomes they drive
- Bachelor's degree in a relevant field is preferred
- 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
- The ability to explain technical subjects to non-technical end-user personnel in large enterprises
- Willing to travel periodically based on customer and business need
- Additional European language knowledge is a plus, but not required
- Legally eligible to work in the UK on an ongoing basis
What the job involves
- Smartsheet is looking for a Senior Customer Success Manager to manage a set of large strategic 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 because of ongoing customer engagement and technical leadership
- This key role is part of the Customer Success team, reporting to the Manager, Customer Success, and is based in London or is remote eligible in the UK
- Lead the onboarding of enterprise-level customers, ensuring seamless adoption and clear articulation of value from the outset
- Design and execute a comprehensive customer engagement strategy that drives satisfaction, value realisation, and long-term success
- Act as a Smartsheet expert and trusted advisor, helping customers overcome challenges and achieve tangible business outcomes through improved project and work management
- Conduct regular Business Reviews that reinforce delivered value, resolve issues (in collaboration with Technical Support), and identify opportunities for deeper product usage. They will focus on the outcomes that our customers are achieving to make the partnership successful
- Develop scalable tools, frameworks, and best practices that help customers maximise the business value derived from Smartsheet
- Analyse usage data to uncover trends and insights, providing strategic guidance that enhances customer outcomes and satisfaction
- Serve as the primary point of contact for high-impact customer situations, ensuring swift resolution and preservation of customer value
- Collaborate with Sales and Professional Services to share customer insights and drive additional value through tailored product and service offerings
- Provide critical customer feedback to Product, Marketing, and Sales teams to guide innovation that enhances user experience, accelerates time-to-value, and supports adoption, retention, and expansion in large-scale enterprises
- Consistently meet or exceed performance goals, including value metrics and renewal targets
- Perform other duties as required
Salary benchmarks
Our take
With teams increasingly moving to remote work across many industries, companies have been reaching for tools to keep operations smooth and communications open. Founded in 2005, Smartsheet is a cloud-based work management platform helping a vast range of companies, from small businesses to large enterprises, plan, track, and report on work.
Like other team collaboration software companies Lucid and Atlassian, Smartsheet saw strong growth between 2020-2022, achieving almost 40% year on year revenue increases through 2022. If the company can continue this success, it stands to make real gains in a global team collaboration market expected to be worth about $20 billion by 2028.
Smartsheet has embedded itself across various industries, with deep integrations with applications from the likes of Salesforce, Atlassian, Google, and Microsoft, leading to it being the first work management sector Unicorn to reach $1 billion in recurring annual revenue in 2024. Whilst remaining broad in application, it is also expanding and upgrading its product offerings; this may prove crucial in further distinguishing itself from well-backed startups like Monday.com and Asana as they begin jostling for market space.
Steph
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2017
$60.8m
SERIES F
May 2014
$35m
SERIES E
Total funding: $128.2m
Company benefits
- 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, primary care membership, local retail discounts, and your own personal Smartsheet account
- Teleworking options from any registered location (role specific)
- Monthly contributions toward your pension
- Mployer-paid Private Medical and Dental, additional cost for family members
Company HQ
West Bellevue, Bellevue, WA
Leadership
Mark Mader
(President & CEO)Having studied at Dartmouth, Mark spent 2 years as a Greenwich Associates Research Associate before 10 years at Onyx Software. They then founded Smartsheet in 2005 as CEO.
Brent Frei
(Board Member)Brent worked at Motorola and Microsoft for 4 years before founding Onyx Software in 1994 and Smartsheet in 2005. They have been a Board Member since, alongside working as CEO of TerraClear.
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