Customer Success Manager – North America

Join our winning team as our Customer Success Manager!

In this hybrid capacity, the CSM owns the end-to-end customer lifecycle. During the first 30–90 days, you act as the primary project manager, ensuring the customer is deployed efficiently to achieve rapid Time-to-Value (TTV). Once the platform is live, you seamlessly transition into a strategic advisory role, focusing on adoption, executive relationship management, and commercial growth. You rely heavily on the TAM to execute the technical requirements of your onboarding plan. 

We are looking for independent, self-motivated individuals who are driven to take ownership of their book of business. You possess a naturally curious mindset, allowing you to dig deep into your customers' unique workflows and uncover new ways our platform can drive their success. Always professional in your approach, your ultimate goal is to become a trusted advisor, helping us deepen and grow our customer relationships while actively driving Annual Recurring Revenue (ARR) expansion. 

This role works closely with CSE (Customer Success Engineer), Sales, Product, and the extended go-to-market team to maximize customer success, retention, and long-term strategic growth.

Key Responsibilities: 

• Lifecycle & Deployment Management: Oversee the end-to-end onboarding experience, coordinating resources and aligning technical milestones with target go-live dates to ensure a seamless implementation. 
• Adoption & Value Realization: Review platform data and generate actionable reports to proactively drive user adoption and sustained usage. Document baseline metrics and align with executive teams on clear success criteria. 
• Relationship & Commercial Strategy: Drive the commercial health of your accounts by leading contract renewals, conducting Quarterly Business Reviews (QBRs) to demonstrate ROI, and identifying upsell/crosvs-sell opportunities. 
• Continuous Improvement: Consistently monitor account health, actively identifying gaps or areas of improvement in the customer working relationship to strengthen the partnership and mitigate risk. 
• Platform Expertise: Serve as a subject matter expert capable of translating new functionality into clear customer outcomes, delivering high-level overviews, and running live product demos. 
• On-Site Engagement: Travel is expected to meet with customers in-person, build strategic relationships, and directly support key initiatives such as deployment kick-offs. 

As our Customer Success Manager, you must have:

• Bachelor’s degree required.
• 5+ years of experience in Customer Success, Account Management, or a similar client-facing role.
• Proven ability to manage complex customer lifecycles, from onboarding through expansion.
• Strong project management skills with the ability to coordinate cross-functional teams and timelines.
• Experience working with collaboration and productivity tools such as Microsoft ecosystem, Jira, Miro, and Confluence.
• Strong analytical mindset with the ability to translate data into actionable insights and customer value.
• Excellent communication, presentation, and stakeholder management skills, including executive-level engagement.
• Self-motivated, independent, and comfortable owning a book of business in a fast-paced startup environment.

Bonus Qualifications:

Experience with Smartsheet, including building automated workflows or managing data integration