Customer Success Manager, Smartsheet
Brandfolder
$80-110k
Eligible for a market competitive incentive opportunity
More information about location
Dynamic workspace platform for collaboration
Job no longer available
Dynamic workspace platform for collaboration
1001+ employees
Job no longer available
$80-110k
Eligible for a market competitive incentive opportunity
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
- Account management or Customer Success experience with mid to later stage SaaS software
- 3+ years of experience maintaining valuable and outcome-based relationships with a diverse customer account base
- Outstanding task management skills across a varied set of responsibilities
- Passion for working with leading edge, web-based technologies and a desire to understand Brandfolder's benefits, use cases, and technical elements
- Experience working with or on a marketing or creative team is a nice-to-have and can help you accelerate in the role
- Experience with creative software tools in the marketing technology space is a nice-to-have and can help you accelerate in the role
- 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
- Brandfolder by Smartsheet is looking for a Customer Success Manager to manage a set of commercial accounts for our Digital Asset Management (DAM) product, Brandfolder
- This CSM will align with the greater account team on customer activities and engage with customers to drive meaningful business outcomes
- For you, this is a career-defining opportunity to join us at an essential moment and have a significant impact
- This important role will report to a Sr. Manager of Customer Success and may work remotely from the Western or Central United States
- Collaborate with the greater account team to execute engagement activities, manage escalated situations, analyze / report on risk or expansion opportunities, and manage contract renewal
- Work with customer post-onboarding to ensure adoption and ongoing engagement throughout the customer's lifetime
- Deliver engagement programs like business reviews and adoption reviews to maintain high customer satisfaction and drive business outcomes
- Become a Digital Asset Management (DAM) expert - provide a consultative approach with customers by listening to business needs and making best practice recommendations for their DAM
- Explain technical subjects to non-technical end-users
- Liaise with internal stakeholders (sales, support, product, legal, etc) to advocate for customer needs, expedite requests - be the voice of the customer
- Develop tools and and best practices to ensure customers are realizing the greatest possible value from Brandfolder by Smartsheet
- Analyze usage data to forecast risk and opportunities; present usage data to customer to help prove ROI and visualize impact
- Collaborate with greater account team (Account Management and territory CSM) to manage and resolve escalated scenarios and drive key activities as a united account team
- Exceed all performance targets, includes quarterly MBO’s, net revenue retention rates, and on time renewals
- Nurture Brandfolder by Smartsheet customer champions to move the the business forward with case studies, events, referrals, and more
- Negotiate and manage contract downgrades with business owners, decision-makers, IT groups, and / or procurement teams
- Provide status updates on risk and renewal forecasting through Salesforce and Gainsight
- Log meeting notes and key engagements in Gainsight
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
$60.8m
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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