Senior Manager, Customer Success - East/EMEA, Strategic Accounts

| Greater Boston Area

Smartsheet is looking for an experienced manager to lead our East/EMEA Customer Success team. The right candidate is passionate about coaching and developing team members to deliver great customer experiences and strong business results.

As Sr. Manager of Customer Success (East/EMEA), you will oversee our CSMs working in our Boston, London and field locations on the East Coast. You will partner closely with other Smartsheet leaders across Customer Success, Sales, Support, Professional Services, Marketing and Product to drive strong usage, retention, and growth.

This position is based on the East Coast and will report to the Sr. Director of Customer Success for Strategic Accounts. 

Responsibilities: 

  • Lead our East Coast and EMEA Strategic Customer Success team, creating and executing a cohesive strategy with tangible goals, consistent performance, and tracking of key metrics to drive retention and expansion
  • Drive programs and services across East/EMEA customers that grow usage, satisfaction, customer health, renewal/expansion, and likelihood to recommend Smartsheet
  • Hire, coach and develop individuals to be strong CS leaders of their business
  • Engage with team members to build and execute on their career and personal development plans
  • Foster a collaborative, supportive and effective culture within the team and with internal partners
  • Team with Sales, Marketing, Support and Professional Services to guide customers on their Smartsheet journey and help them maximize their investment
  • Build programs and initiatives to drive continuous improvement and scale
  • Represent the voice of enterprise customers to Product and Engineering teams to drive enhancements and new capabilities
  • Manage budget to deliver high ROI
  • Provide thought leadership as we evolve our Customer Success vision. Help turn this vision into executable programs and processes for CSMs to deliver to our customers
  • Meet or exceed performance goals

Requirements:

  • 6+ years of management experience in Customer Success, Account Management, Professional Services, or related disciplines for a global B2B tech, SaaS or enterprise software business
  • Customer facing experience with large, enterprise customers and international accounts.
  • Experience establishing and growing relationships with all levels within enterprise organizations; influential individuals, managers, S-level, and C-suite
  • Strong leadership, business development, and communication (verbal, written and presentation) skills
  • Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans
  • Experience with change management and business optimization improvement initiatives 
  • Proven ability to collaborate with senior leaders across an organization to deliver results
  • Experience driving both low-touch and high-touch customer engagement activities to success, including management of customer issues and escalations
  • Demonstrated ability to design and implement processes
  • 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
  • Proven ability to succeed in a fast-paced, dynamic and high growth technology environment
  • Willing to travel based on customer and business needs 
  • Bachelor’s degree required in an appropriate field of study
  • Smartsheet product knowledge - Smartsheet certification is a plus

About Smartsheet
In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, the company delivers a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes. Smartsheet went public on the New York Stock Exchange in April 2018 and currently enables collaboration, better decision making, and accelerated innovation for over 76,000 domain-based customers in 190 countries, including 96 of the Fortune 100.


Our Culture
Smartsheet is a place where people love what they do and are empowered to do their best work every day. We support one another and achieve our goals as a team, not as individuals. Each person, at every level, gets to have an impact.


Our Values

Honest: Be truthful and do what is right

Authentic: Be real and challenge directly

Driven: Operate with urgency and focus on results

Innovative: Develop new ideas and think creatively

Effective: Deliver quality

Supportive: Be kind and help each other succeed


Smartsheet is an Equal Opportunity Employer. Individuals seeking employment at Smartsheet are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • SmartsheetManagement
    • DrupalCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

We are located in Boston's Leather District near a host of great restaurants and bars, as well as 6 minutes walking distance from South Station.

An Insider's view of Smartsheet

How would you describe the company’s work-life balance?

“Working at Smartsheet, you quickly realize that everyone is Smart and driven. That being said, you also find a culture built on honesty, authenticity and support. The work-life balance is paramount to Smartsheet and teammates are empowered to have a schedule that works for them best. "No one size fits all."

Innocent

Tech Support

What does your typical day look like?

“Working at Smartsheet is challenging, but rewarding. Change happens quickly, innovation is encouraged, and we are constantly improving our product and how we serve our customers.”

Olivia

Senior Product Trainer

What makes someone successful on your team?

“Working at Smartsheet has epitomized what a successful SaaS organization should look like. Every day, I am held to the highest standard by my peers, leadership, and our customers. What I enjoy most in particular about Smartsheet is how the entire team is driven by the same identity: To empower everyone to improve how the work.”

Paul

Solutions Implementation Manager

How do you empower your team to be more creative?

"Our employees have a track record of innovating and problem solving. Too often hiring managers give out high points for the type of logos recruits have on their resume or for their impressive academic background. We take a different approach by focusing on who has the technical chops to get stuff done and make a positive impact for our customer"

Mahesh

Senior Director of Engineering

What’s the vibe like in the office?

“As Senior Software Development Engineer at Smartsheet I am excited to go to work every day. I love collaborating with all my wonderful teammates building amazing products at Smartsheet. I work with a team of talented and driven people, striving to build the best work management and collaboration product on the market.”

Jenny

Senior Software Development Engineer

What are Smartsheet Perks + Benefits

Culture
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Employee Stock Purchase Plan
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Professional Development Benefits
Mentorship program
Our mentorship program includes 1-to-1 program.
Online course subscriptions available
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