Manager, Customer Success - Strategic

Smartsheet is looking for a Manager of Customer Success, Strategic Accounts to help build and scale our Customer Success team. The right candidate is an  experienced manager with a proven ability to create programs to drive the customer adoption lifecycle throughout all Smartsheet accounts.  

As a Manager of Customer Success, Strategic Accounts you will manage a team of Customer Success Managers and partner with the Sr. Manager of Customer Success & Implementation Services to execute on the overall team vision. You will collaborate with Sales and Marketing to help drive growth of our business. This role is responsible for driving successful product usage, customer value, and net retention.

You will report to the RVP, Customer Success. This role is open to being 100% remote from the Northeastern US territory.

You Will: 

• Manage and develop a team of Customer Success Managers
• Meet or exceed Net Retention targets
• Set expectations with internal team members, grow a strong collaborative time and foster career growth for the group
• Drive the execution to onboard, enable, and expand usage and revenue within our customer base
• Use data to track performance, forecast retention, and create customer insight
• Partner with Marketing, Support, Professional Services, and Sales to create a consistent customer journey that drives positive customer satisfaction, referrals, and account growth
• Build/refine programs and initiatives to drive continuous improvement and scale
• Bring innovative ideas to the group to help drive the next stages of the business
• Drive operational excellence across the Customer Success team
• Perform other duties as assigned 

You Have: 

• Strong leadership, business development, organization, team building and management, communication (verbal, written and presentation), and interpersonal skills
• Experience working in a fast-paced, high growth software company
• 2+ years working in a leadership capacity
• 4+ years of Customer Success, Account Management, or Technical Account Management experience, preferably within Enterprise SaaS
• Passion and demonstrated ability for mentoring and team growth
• Demonstrated ability to lead a Customer Success or Account Management team
• Outstanding multi-task management skills across a varied set of responsibilities
• Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet’s benefits, use cases, and business and technical elements
• Experience and success partnering across departments
• Willing to travel periodically based on customer and business need
• Bachelors (BA/BS) degree required
• Legal eligibility to work in the U.S on an ongoing basis 

Perks & Benefits:

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) for eligible roles
• 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
• 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
• 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, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific) 

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. 

California & New York: $113,400 to $156,600
All other US States: $105,000 to $145,000

Get to Know Us

At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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