Customer Success Manager, Smartsheet
Enterprise, Central/East
$85-115k
More information about location
Dynamic workspace platform for collaboration
Be an early applicant
Dynamic workspace platform for collaboration
1001+ employees
Be an early applicant
$85-115k
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
- 3+ years of Customer Success or Account Management experience (or equivalent)
- The ability to explain technical subjects to non-technical personnel in large enterprises
- Good at building credibility and trust with customers and internal stakeholders by understanding their requirements
- Experience maintaining valuable and outcome-based relationships with a diverse customer account base
- Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elements
- Bachelor's degree in relevant field, or equivalent experience
- Willing to travel 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 enterprise 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
- You will report to a Sr. Manager of Customer Success and may work remotely. Due to the collaborative nature of this role with Account Teams (Sales, Presales, Services) ideal candidates live in the Central or Eastern United States
- Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle
- Partner with a cross-functional account team to develop a territory plan that maximizes customer satisfaction, retention, and expansion
- Develop and execute a data-driven enablement strategy that increases customer adoption, showcases product value, and strengthens customer relationships
- Be the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties
- Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account
- Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet
- Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction
- Be the primary interface to manage and resolve critical situations
- Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet
- Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities
- Exceed all performance targets, including maintaining high retention and growth rates
- 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, such as Lucid and Atlassian, Smartsheet saw strong growth in the early 2020s and achieved 17% year-on-year revenue increases through 2025. If the company can maintain 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, making it the first work management sector Unicorn to reach $1 billion in recurring annual revenue in 2024. Thanks to its successes, it was bought by Blackstone and Vista Equity Partners for $8.4 billion in 2025 with an eye on further international scaling, leveraging the reach of its new parent companies.
Steph
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2017
$60.9m
SERIES F
May 2014
$35m
SERIES E
Total funding: $128.3m
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
(Founder & 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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