Manager of Customer Success, Smartsheet
Commercial
$105-135k
Restricted Stock Units (RSUs) for eligible roles
Dynamic workspace platform for collaboration
Open for applications
Dynamic workspace platform for collaboration
1001+ employees
Open for applications
$105-135k
Restricted Stock Units (RSUs) for eligible roles
1001+ employees
Company mission
to empower anyone to drive meaningful change — for themselves, their businesses, and the world.
Role
Who you are
- 3+ years working in a leadership capacity
- 4+ years of Customer Success, Account Management, or Technical Account Management experience
- Strong leadership, business development, organization, team building and management
- Experience working in a fast-paced, high growth software company
- Passion and demonstrated ability for mentoring and team growth
- Demonstrated ability to lead 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 deeply understand Smartsheet's benefits, use cases, and business and technical elements
- Experience and success partnering across departments
- Willing to travel periodically based on customer and business need
- Bachelors (BA/BS) degree required
What the job involves
- Smartsheet is looking for a Manager of Customer Success to help build and scale our Customer Success team
- As a Manager of Customer Success - Commercial, you will manage a team of Customer Success Managers and partner with the Director of Customer Success and internal teams to execute on the overall company vision
- You will collaborate with Sales and Marketing to help drive growth and reduce risk in your book of business. This role is responsible for driving successful product usage, customer value, and net retention
- This important role will report to a Director of Customer Success and will be based out of our regional hub in Boston, MA
- Manage, develop, coach and mentor a team of Customer Success Managers focused on meeting and exceeding set business targets and Key objectives
- Exceed Net Retention, Loss, Engagement, and Adoption Targets
- Set expectations with internal team members, grow a strong collaborative team and foster career growth
- Guide the execution to onboard and expand usage and revenue within our customer base
- Use data to track performance, forecast retention, and create customer insight
- Partner with Marketing, Support, Professional Services, and Sales to create a consistent customer journey that creates positive customer satisfaction, referrals, and account growth
- Build/refine programs to drive continuous improvement and scale
- Bring creative ideas to the group to help drive the next stages of the business
- Improve operational excellence across the Customer Success team
- Accomplish other tasks as assigned
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
Company
Funding (last 2 of 7 rounds)
May 2017
$54.7m
SERIES F
May 2014
$35m
SERIES E
Total funding: $122.2m
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)
- HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
- Equity - Restricted Stock Units (RSUs) with all offers
- 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
Company HQ
West Bellevue, Bellevue, WA
Articles
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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