Senior Scaled Customer Success Program Manager, Smartsheet
$105-135k
This role will be eligible for a market competitive incentive opportunity
Dynamic workspace platform for collaboration
Be an early applicant
Dynamic workspace platform for collaboration
1001+ employees
Be an early applicant
$105-135k
This role will be eligible for a market competitive incentive opportunity
1001+ employees
Company mission
to empower anyone to drive meaningful change — for themselves, their businesses, and the world.
Role
Who you are
- You have experience operating in a SaaS B2B company working with Customer / Post-sales teams and are at ease in a fast-paced and ever-changing environment
- To be successful in this role, you will need a blend of skills including leadership, influence, business insight, communications, and project management skills
- Experience working in a fast-paced, high growth software company on a post sale team, preferably 5+ years of customer-facing experience, working cross-functionally and managing customer transformation programs
- 3 years+ experience articulating the value of robust solutions on customer business outcomes and a desire to utilize your experiences at scale to impact thousands of daily users
- Experience and success partnering across departments
- Passion for analyzing complex problems, developing recommended solutions, and executing on your initiatives
- Outstanding project 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
- Bachelor's degree in a relevant field is preferred
- Strong presentation skills and the ability to communicate complex information broadly to an audience of varying skill levels
What the job involves
- Smartsheet is looking for a Sr. Scaled Customer Success Program Manager
- As part of the Digital and Scale Customer Success team, you will partner closely with the Customer Success Teams and Leaders, Business Intelligence Team, Revenue Operations, Sales, and Customer Outcomes Journey teams
- Your role is to operationalize programs and draw insights from key CS motions like business reviews, executive engagement and value realization plays - that drive value for our customers at scale
- You will partner with CSMs and leaders assigned to a portfolio; and use a data-driven operating model to examine and report on trends in our business related to value delivery
- You will take action to drive increased value for our customers by creating and delivering effective, predictive, data-driven and automated CS programs at scale
- This important role will report to the Sr. Director, Customer Success - Digital and Scale and can be based at one of our offices or remote
- Execute the strategy for scaled customer success: design and manage programs and execute the related plays in Gainsight (and other tools) for CS execution, uncover insights and report on their effectiveness and roadmap for innovations
- Build and execute value-based programs and motions designed to increase the value a customer receives from Smartsheet which are in-line with the current CS objectives and expectations
- Leverage data, tooling and automation to optimize the CSM experience in relation to management, renewal and expansion of their book
- Deeply understand Smartsheet customers’ core lifecycle to develop repeatable and scaled customer motions that accelerate growth and reduce churn
- Partner closely with Digital Engagement Managers to analyze trends and execute new opportunities for digital within the CSM base
- Be an advisor and thought partner to business leaders crafting strategies for CSMs
- Align and collaborate with key stakeholders in Customer Outcomes Journey, Marketing, Product Marketing, Business Intelligence and Revenue Operations
- Ensure alignment to best practices in design and execution in order to support a land, adopt and expand motion
- Utilize data analytics to monitor customer health and drive data-driven decision-making across the organization
- Develop and implement scalable processes, frameworks, and best practices to optimize work and influence team behavior
- Drive continuous improvement and innovation in customer success programs, leveraging industry best practices and customer feedback
- Implement feedback loop processes based on offering gaps identified by CSMs and customers
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
$58.9m
SERIES F
May 2014
$35m
SERIES E
Total funding: $126.4m
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
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.
Share this job
View 30 more jobs at Smartsheet