Customer Success Manager I, Commercial

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 Customer Success Manager to manage a set of large commercial accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. You will be the primary contact for important customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted Smartsheet advisor. For you, this is a career-defining opportunity to join us at an essential moment and have a significant impact. You have experience with Software as a Service (SaaS) account management, maintaining high customer renewal rates as a result of ongoing customer engagement and technical leadership.

This important role will report to a Senior Manager of Customer Success and is based at Smartsheet office in Boston, MA. Due to the collaborative nature of this role with Account Teams (Sales, presales, services) ideal candidates live within driving proximity of our regional hub in Boston, MA.

You Will:

• Be the Smartsheet expert, driving enablement,providing guidance and resolving challenges for assigned customers to meet and exceed assigned targets
• Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime
• Utilize gainsight playbooks and CTAs to drive business and mitigate risk.
• Implement a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
• Explain technical subjects to non-technical end-user personnel in large enterprises
• Understand customer needs and address concerns
• Perform periodic business  reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account
• Develop tools and and best practices to ensure customers are realizing the greatest possible value from Smartsheet
• Leverage internal applications to analyze usage patterns and Healthscore to gain insights, provide guidance and increase customer satisfaction
• Be the primary interface to manage and resolve important situations
• Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities
• Provide expert customer insight to product management, marketing and sales on what innovation and improvement in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale
• Exceed all performance targets, including maintaining high unit renewal rates while mitigating risk and losses.
• Other tasks as assigned

You Have:

• Account management experience with mid to later stage SaaS software
• 3+ years of experience maintaining valuable and outcome-based relationships with a diverse customer account base
• Prior experience with tools such as Gainsight preferred
• Outstanding task management skills across a varied set of responsibilities
• Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elements
• Have an agile mindset and approach with the ability to adroitly navigate change and ambiguity
• Willing to travel periodically based on customer and business need
• Authorization to work in the U.S. for any employer 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 Plan (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
• 15 days PTO, plus Incidental Sick Leave
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy 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) 
• US employees are automatically covered under