Customer Success Manager, Smartsheet
Commercial
$65-87.5k
Dynamic workspace platform for collaboration
Be an early applicant
Dynamic workspace platform for collaboration
1001+ employees
Be an early applicant
$65-87.5k
1001+ employees
Company mission
to empower anyone to drive meaningful change — for themselves, their businesses, and the world.
Role
Who you are
- Account management experience with mid to later stage SaaS software
- 3+ years of experience maintaining valuable and outcome-based relationships with a diverse customer account base
- Prior experience with tools such as Gainsight preferred
- 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
- Have an agile mindset and approach with the ability to adroitly navigate change and ambiguity
- Willing to travel periodically based on customer and business need
- Authorization to work in the U.S. for any employer on an ongoing basis
What the job involves
- Smartsheet is looking for a Customer Success Manager to manage a set of large commercial accounts to help promote a high level of customer satisfaction, successful product use, and customer retention.
- You will be the primary contact for important customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted Smartsheet advisor.
- This important role will report to a Manager of Customer Success and is based at our Smartsheet office in Boston, MA.
- Due to the collaborative nature of this role with Account Teams (Sales, presales, services) ideal candidates live within driving proximity of our regional hub in Boston, MA
- Be the Smartsheet expert, driving enablement, providing guidance and resolving challenges for assigned customers to meet and exceed assigned targets
- Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime
- Utilize Gainsight playbooks and CTAs to drive business and mitigate risk
- Implement a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
- Explain technical subjects to non-technical end-user personnel in large enterprises
- Understand customer needs and address concerns
- Perform periodic business reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account
- Develop tools and and best practices to ensure customers are realizing the greatest possible value from Smartsheet
- Leverage internal applications to analyze usage patterns and health scores to gain insights, provide guidance and increase customer satisfaction
- Be the primary interface to manage and resolve important situations
- Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities
- Provide expert customer insight to product management, marketing and sales on what innovation and improvement in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale
- Exceed all performance targets, including maintaining high unit renewal rates while mitigating risk and losses
- 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
7% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2017
$54.3m
SERIES F
May 2014
$35m
SERIES E
Total funding: $121.8m
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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