Senior Customer Success Manager, Smartsheet
Key Accounts
$105-135k
+ ESPP
More information about location
Dynamic workspace platform for collaboration
Be an early applicant
Dynamic workspace platform for collaboration
1001+ employees
Be an early applicant
$105-135k
+ ESPP
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
- The ideal candidate should have a proven track record of Software as a Service (SaaS) account management with a focus on Customer Success, strong technical leadership and outstanding communication skills
- Extensive experience managing Fortune 100 / Global Accounts
- Extensive experience with XaaS model with a focus on Customer Success
- History of building successful relationships with VP and C-Level customer contacts
- The ability to respectfully challenge and drive meaningful change with customers
- Advanced business acumen (e.g. Financial, Value, Strategy)
- Project Portfolio Management (PPM) knowledge and experience (Preferred)
- Smartsheet Product and System Administrator Certification (or ability to obtain within 3 months of hire)
- Reside on the East Coast
What the job involves
- Smartsheet is looking for a Senior Customer Success Manager, Key Accounts to manage a book of Large Enterprise Key Accounts
- Your responsibilities will include driving customer satisfaction, engagement, adoption, retention and growth
- You will serve as a key point of contact for customers, understanding their success objectives, sharing best practices, providing strategic guidance and helping them realize value from Smartsheet
- For the right candidate, this is a career-defining opportunity to join us at a critical moment and have a significant impact in the Collaborative Work Management (CWM) space
- Develop and execute comprehensive engagement strategies and joint-success plans across assigned accounts
- Make data-driven decisions to mitigate risk, increase adoption and uncover new opportunities
- Be a product expert
- Serve as a strategic partner, guiding customers to outcomes-based value with our platform
- Align to and document customer use cases that support business critical functions and/or competitive advantages
- Seek out and develop relationships with customer executives
- Perform Quarterly and Executive Business Reviews
- Build relationships and drive positive change across internal teams, working closely with Sales, Support, Product and Training as a catalyst for continuous improvement and customer advocacy
- Met or exceed quarterly goals (e.g. Net Dollar Retention) and MBOs
- Be a thought leader - helping us improve and scale our business while providing mentorship to emerging CS talent
- Perform other duties 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
$53.9m
SERIES F
May 2014
$35m
SERIES E
Total funding: $121.4m
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
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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