Job DescriptionAs a Technical Customer Success Manager, you will support the Customer Success Organization in driving the health and renewal of a set of premium capabilities.
The ideal candidate is an experienced professional with a full understanding of the Smartsheet product portfolio. You will resolve a range of issues in creative ways to mitigating risk, solving problems to ensure growth.
This important role will report to the Manager of Technical Customer Success Managers. This role is open to being 100% remote from anywhere within the United States where Smartsheet is a registered employer. Due to the collaborative nature of this role with Account Teams (Sales, Presales, Services) ideal candidates will be within driving proximity of our regional hub in Bellevue, WA or Boston, MA.
You Will:
Serve as a strategic partner, empowering customers in their Smartsheet adoption journey and guiding customers to outcomes-based value with our Platform
Guide the user experience and own customer satisfaction for your accounts
Provide in depth technical consultation for specific premium capabilities of Smartsheet for post sales assistance
Identify opportunities for add-ons within current product configurations and/or issues that could cause churn
Identify areas that impact adoption and remove barriers by helping customers, recommending services, etc.
Make data-driven decisions to mitigate risk, increase adoption and uncover new opportunities
Stay customer-obsessed. 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
Collaborate with sales teams to establish strong client relationships with your accounts, by demonstrating technical expertise and a deep understanding of client needs to help progress growth
Act as a conduit between customers and internal teams, gathering customer feedback, documenting feature requests, and providing client insights to our Engineering and Product teams to enable continuous improvement of our product roadmap
Partner with the account team to fully understand and develop a clear renewal strategy for each customer based on data driven decisions and execute that strategy
Persuade, influence,and motivate people and collaborate with cross functional partners such as CS Leaders, and product team to identify opportunities to accelerate adoption of assigned products
Serve as a subject matter expert and mentor to other members of the team
Meet or Exceed all performance measures
Implement a comprehensive engagement and communications strategy that uses a balance of personal touch and scaled approaches
Affect bottomline revenue through the mitigation of early stage risk while also coaching customers to solutions that translate into expansion opportunities
Proactively identify underperforming customers and execute plans to improve the customer's success in order to prevent churn
Perform other duties as assigned
You Have:
8+ years of Customer Success or Account management experience in a technology/software environment
3 - 5 years years experience working with Smartsheet and premium capabilities; Must have achieved some Smartsheet certifications
Prior experience with configuration, deployment, and testing of enterprise software applications
Prior experience coding, building and/or integrating web services, data integration architecture, designing complex solutions, and/or designing databasesDemonstrated ability to influence and navigate objections to achieve win/win customer outcomes
Prior experience and a proven track record of working and building robust stakeholder partnerships specifically within the Enterprise segment strongly preferred.
Familiarity with project management methodologies and the ability to use those in service of managing the renewal cycle
Ability to plan and execute initiatives by effectively representing the team across departments, ie: implementing new processes and initiatives in a well-planned, well-documented and organized manner
Motivated by an entrepreneurial mindset and comfortable with ambiguity
Strong level of urgency, organization and prioritization skills
Experience working with Salesforce or other CRM systems
Ability to travel up to 40% for Sales and Success QBRs and customer onsites
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)
Smartsheet provides a competitive range of compensation for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive bonus and RSU stock grant upon accepted offer.
California & New York: $135,000 to $189,000 | All other US States: $125,000 to $175,000
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 Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. 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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Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. 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 welcome diverse perspectives and people who aren’t afraid to be innovative—join us!