Customer Success Manager II, 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 Customer Success Manager II, Key Accounts to manage a Large Enterprise Key Account. 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 Manager of Customer Success and ideal candidates live in the Pacific Northwest.

  You Will:

• Onboard and mature Enterprise-level customers, driving adoption and continued engagement throughout the customer lifecycle
• Be the Smartsheet expert, providing guidance to allow customers to increase collaboration and create impact across their organization and with external parties
• Partner with a cross-functional account team to develop a territory plan that mitigates risk and drives expansion.
• Perform Quarterly Business and Executive Business Reviews
• Collect use cases, identify high impact solutions and document tangible value
• Ensure customers are realizing the greatest possible value from Smartsheet
• Facilitate the resolution of critical situations
• Work with the Sales, Training and Professional Services teams to expand customer use of Smartsheet
• Provide customer insight to Product, Engineering, Marketing and Sales on innovation and continuous improvement opportunities
• Meet and ideally exceed performance goals and variable compensation targets
• Perform other duties as assigned

You Have:

• 3+ years of Customer Success or Account Management experience (or equivalent)
• The ability to explain technical subjects to non-technical personnel 
• The ability to establish credibility and trust with customers and internal stakeholders 
• 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
• Smartsheet technical proficiency (preferred)
• Bachelor's degree in relevant field, or equivalent experience
• Willing to travel based on customer and business need
• Authorization to work in the U.S. for any employer on an ongoing basis

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 (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, and Bulgaria. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. 

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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