Overview: Sr. Customer Success Manager - Enterprise (West)

Imagine being at the forefront of a movement where human ingenuity meets cutting-edge AI, creating truly magical outcomes for businesses worldwide. Smartsheet is embarking on its most exciting chapter yet, integrating powerful AI agents to transform how teams work. We are creating space for people to focus on their unique strengths: critical judgment, creative thinking, and tackling big ideas, all by automating routine tasks and unearthing insights at scale. This innovative spirit is what drives us every single day.

We are seeking an exceptional Sr. Customer Success Manager to join our team, focusing on a portfolio of our largest enterprise accounts within the Western US territory. This is not just about managing relationships; it is about becoming a pivotal partner to these customers, deeply understanding their ambitions, and guiding them to unlock the full potential of Smartsheet. You will be instrumental in fostering satisfaction, deepening product engagement, ensuring high retention rates, and identifying avenues for growth. If you possess a strong background in SaaS account management, a proven ability to drive renewals through continuous engagement and technical leadership, and thrive in a remote work environment, we want to hear from you. This remote role allows you to work from your home office located anywhere within the specified Western US territory, reporting directly to a Sr. Manager of Customer Success.

Key Responsibilities

Lead the strategic onboarding and successful adoption journey for a portfolio of enterprise-level customers.
Serve as the primary point of contact and trusted advisor for your accounts, articulating Smartsheet's value proposition and sharing best practices.
Proactively engage with key stakeholders across all levels, including executive leadership, to ensure ongoing satisfaction, strong product engagement, and alignment with customer objectives.
Monitor account health, identify potential risks, and develop comprehensive strategies to mitigate challenges, ensuring high customer retention.
Champion customer needs internally, collaborating closely with our sales, product, and support teams to advocate for feature enhancements and service improvements.
Facilitate regular strategic business reviews, demonstrating value achieved and collaborating on future roadmaps and initiatives.
Identify opportunities for expansion within your accounts, partnering with sales colleagues to drive growth and deeper solution adoption.
Provide expert guidance on Smartsheet solutions, helping customers configure, optimize, and scale their use of our platform to achieve their desired business outcomes.

Requirements

Extensive proven experience in Customer Success or account management within a Software as a Service (SaaS) environment.
A demonstrated track record of managing large enterprise accounts with complex needs and multi-stakeholder environments.
Exceptional ability to maintain high customer renewal rates through proactive engagement, strategic relationship building, and technical leadership.
Strong problem-solving skills, with the ability to quickly understand customer challenges and provide effective solutions.
Excellent communication and presentation abilities, capable of engaging confidently with technical teams and executive leadership alike.
Deep understanding of project management, work management, or collaboration platforms is highly desirable.
Ability to thrive independently in a remote work setting, effectively managing your time and priorities to meet customer and business objectives.
Residency within the Western US territory is required for this remote position.

What You'll Gain

The opportunity to make a substantial impact at a leading technology company that is actively shaping the future of work with AI.
A chance to partner with some of the world's most innovative enterprise organizations, guiding their success and transformation.
A collaborative and supportive remote work environment where your contributions are valued and celebrated.
Significant professional growth opportunities, expanding your expertise in customer success, enterprise account management, and AI-driven solutions.
Be part of a team dedicated to creating "magic at work" for our customers and ourselves every single day.