About the job
For over two decades, Smartsheet has been at the forefront of empowering individuals and teams to achieve remarkable outcomes. Our innovative solutions streamline work management and enable smart, scalable workflows. We are committed to fostering an environment that encourages creativity, action, and impactful work. When passion meets purpose, magic happens, and that is our daily mission.
We are seeking a Senior Customer Success Manager to oversee a portfolio of large enterprise accounts, focused on enhancing customer satisfaction, application engagement, retention, and growth. As the primary liaison for our clients, you will gain a deep understanding of their success metrics, share best practices, offer solution guidance, and help them extract maximum value from Smartsheet. Your proven experience in Software as a Service (SaaS) account management will be crucial in maintaining high renewal rates through consistent customer engagement and technical expertise.
In this role, you will report to a Senior Manager of Customer Success and have the flexibility to work remotely from the Central US region.
Your Responsibilities Include:
- Facilitating the onboarding process for enterprise-level clients, ensuring their adoption of our platform and ongoing engagement throughout their lifecycle.
- Developing a robust engagement and communication strategy that promotes high customer satisfaction.
- Serving as the Smartsheet expert, providing guidance that enhances collaboration within organizations and with external stakeholders.
- Conducting regular customer success reviews to validate satisfaction, address issues with support from the Technical Support team, and encourage broader Smartsheet utilization across accounts.
- Sharing best practices to ensure customers derive optimal value from Smartsheet solutions.
- Leveraging usage analytics to gain insights, offer guidance, and boost customer adoption and satisfaction.
- Acting as the main point of contact for critical situation management and resolution.
- Collaborating with Sales, Training, and Professional Services teams to identify new opportunities for expanding Smartsheet usage.
- Providing valuable customer insights to Product Management, Marketing, and Sales teams to drive innovation and continuous improvement.
- Surpassing all performance metrics, including high retention and growth rates.
- Completing additional tasks as assigned.

