Sr. Customer Success Manager, Key Accounts

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.

Smartsheet is looking for a Senior Customer Success Manager, Key Accounts to manage a book of Large Enterprise Key Accounts. Your responsibilities will include driving customer satisfaction, engagement, adoption, retention and growth. You will serve as a key point of contact for customers, understanding their success objectives, sharing best practices, providing strategic guidance and helping them realize value from Smartsheet.  For the right candidate, this is a career-defining opportunity to join us at a critical moment and have a significant impact in the Collaborative Work Management (CWM) space. The ideal candidate should have a proven track record of Software as a Service (SaaS) account management with a focus on Customer Success, strong technical leadership and outstanding communication skills.

This important role will report to a Sr Manager of Customer Success - Key Accounts and may work remotely from the East Coast.

You Will: 

• Develop and execute comprehensive engagement strategies and joint-success plans across assigned accounts
• Make data-driven decisions to mitigate risk, increase adoption and uncover new opportunities
• Be a product expert
• Serve as a strategic partner, guiding customers to outcomes-based value with our platform
• Align to and document customer use cases that support business critical functions and/or competitive advantages
• Seek out and develop relationships with customer executives
• Perform Quarterly and Executive Business Reviews
• Build relationships and drive positive change across internal teams, working closely with Sales, Support, Product and Training as a catalyst for continuous improvement and customer advocacy
• Met or exceed quarterly goals (e.g. Net Dollar Retention) and MBOs
• Be a thought leader - helping us improve and scale our business while providing mentorship to emerging CS talent
• Perform other duties as assigned

You Have: 

• Extensive experience managing Fortune 100 / Global Accounts
• Extensive experience with XaaS model with a focus on Customer Success
• History of building successful relationships with VP and C-Level customer contacts
• The ability to respectfully challenge and drive meaningful change with customers
• Advanced business acumen (e.g. Financial, Value, Strategy)
• Project Portfolio Management (PPM) knowledge and experience (Preferred)
• Smartsheet Product and System Administrator Certification (or ability to obtain within 3 months of hire)
• Reside on the East Coast

Perks & Benefits:

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
• Stock - 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) 

Perks & Benefits:

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
• Stock - Restricted Stock Units (RSUs) for eligible roles
• 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 profe