Ready to Shape the Future of Work?

Imagine a world where human ingenuity meets powerful AI, freeing up precious time for big ideas and groundbreaking creativity. At Smartsheet, we're not just dreaming about this future; we're building it right now. Our most exciting chapter yet involves uniting human teams with intelligent AI agents, transforming how work gets done. If you're passionate about helping large enterprise customers thrive, guiding them to unlock incredible value from innovative solutions, and being a key player in their success journey, then this role is tailor-made for you. We are looking for a driven Customer Success Manager to join our team and make a real difference.

Overview

Smartsheet is actively seeking a dedicated Customer Success Manager II to manage a diverse portfolio of large enterprise accounts. Your mission will involve significantly improving customer satisfaction, driving application engagement, ensuring robust customer retention, and fostering sustained growth within these crucial relationships. As a primary point of contact, you will delve deep into understanding customer success criteria, share invaluable best practices, offer expert solution guidance, and empower our clients to fully realize the transformative value Smartsheet brings. This role requires a proven track record in Software as a Service (SaaS) account management, consistently achieving high customer renewal rates through proactive engagement and strong technical leadership. You will report directly to a Manager of Customer Success. This is a fully remote position, open to candidates worldwide, with key collaboration expected across teams operating in Central and Eastern time zones.

Key Responsibilities

Serve as the primary strategic partner and advocate for a portfolio of large enterprise customers.
Deeply understand customer business objectives and success metrics, aligning Smartsheet solutions to achieve desired outcomes.
Proactively engage with customers to drive feature adoption, optimize workflows, and ensure maximum value realization.
Deliver expert guidance and share best practices for leveraging Smartsheet effectively across various departments and use cases.
Identify opportunities for expansion and growth within existing accounts, collaborating closely with sales teams.
Develop and maintain strong, trust-based relationships with key stakeholders at all levels of the customer organization.
Monitor customer health, anticipate potential risks, and implement proactive strategies to ensure ongoing satisfaction and retention.
Act as a technical leader, guiding customers through complex configurations and demonstrating solution capabilities.
Collaborate seamlessly with internal Account Teams including Sales, Presales, and Services to provide a unified customer experience.

Requirements

Extensive experience in Customer Success or Account Management, specifically within the Software as a Service (SaaS) industry.
Demonstrated success managing large enterprise accounts, understanding their unique complexities and requirements.
A proven history of achieving and exceeding customer retention and renewal rate targets.
Strong technical aptitude with the ability to understand and articulate complex product capabilities and solutions.
Exceptional communication, presentation, and interpersonal skills, capable of building rapport and influencing stakeholders.
Proactive problem-solver with a strong ability to analyze data and translate insights into actionable strategies.
Organized and detail-oriented, with the capacity to manage multiple priorities in a fast-paced environment.
Ability to work effectively in a remote team environment, collaborating cross-functionally.

What You'll Gain

The opportunity to significantly impact the success of major enterprise organizations globally.
Work with cutting-edge technology at the intersection of human teams and AI innovation.
Be part of a rapidly growing, market-leading company with a collaborative and supportive culture.
Access to continuous professional development and career advancement opportunities.
Enjoy the flexibility and autonomy of a fully remote work environment.
A chance to drive meaningful change and truly make magic at work every day.