Hybrid Senior Customer Success Manager

Posted last month

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About the role

  • Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle
  • Accomplish a comprehensive engagement and communications strategy that maintains high customer satisfaction
  • Be the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties
  • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account
  • Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet
  • Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction
  • Be the primary interface to manage and resolve critical situations
  • Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet
  • Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities
  • Exceed all performance targets, including maintaining high retention and growth rates
  • Accomplish other tasks as assigned
  • Report into the Manager, Customer Success based in Sydney, Australia.

Requirements

  • 8+ years of Customer Success or Account Management experience (or equivalent)
  • Strong commercial acumen to communicate technical subjects to non-technical personnel in large enterprises
  • Ability to operate with high autonomy and limited oversight, with a complete understanding of carrying out the needs of the business while successfully maintaining high customer satisfaction rates
  • Credibility and trust with customers and internal stakeholders by understanding their requirements
  • A track record of SaaS account management and high customer renewal rates
  • Experience maintaining valuable and outcome-based relationships with a diverse customer account base
  • Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elements
  • Bachelor's degree in relevant field, or equivalent experience
  • Willing to travel based on customer and business need

Benefits

  • At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact.
  • Freedom to explore, push boundaries, and grow beyond your role.
  • We welcome diverse perspectives and nontraditional paths.
  • Equal Opportunity Employer committed to fostering an inclusive environment.
  • If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

Job title

Senior Customer Success Manager

Job type

Experience level

Senior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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