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Role Description

Smartsheet is looking for a Sr. Manager of Customer Success to help build and scale our Enterprise Customer Success team. The right candidate is an experienced manager with a proven ability to create programs to drive the customer adoption lifecycle throughout all Smartsheet accounts.

As a Sr. Manager of Customer Success you will manage a team of Customer Success Managers and partner with the Director of Customer Success, Enterprise to execute on the overall team vision. You will collaborate with Sales and Marketing to help drive growth of our business. This role is responsible for driving successful product usage, customer value, and net retention.

You will report to the Director of Customer Success, Enterprise. Due to the collaborative nature of this role, ideal candidates will be based on the East Coast.

• Manage a team of Customer Success Managers
• Meet or exceed set targets
• Set expectations with internal team members, develop a collaborative team culture while promoting career growth
• Empower team of CSMs to onboard and expand customer product usage while uncovering revenue opportunities
• Use data to track performance, forecast retention, and create customer insight
• Partner with Marketing, Support, Professional Services, and Sales to create a positive customer journey that delights customers, improves customer satisfaction, inspires referrals and guides account growth
• Build/refine programs to improve and scale
• Bring creative ideas to the group to help improve the next stages of the business
• Promote operational excellence across the Customer Success team
• Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities
• Other job duties as assigned

Qualifications

• Business development, organization, team building and management passion
• Experience working in cloud applications
• 5+ years working in a leadership capacity
• 8+ years of Customer Success or Account management experience in a technology/software environment, or Technical Account Management experience within Enterprise SaaS
• Passion and demonstrated ability for mentoring and team growth
• Experienced in managing a Customer Success or Account Management team
• Outstanding management skills across a varied set of responsibilities
• Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet’s benefits, use cases, and business and technical elements
• Experience and success partnering across departments
• Bachelors (BA/BS) degree

Benefits

• Medical/vision and dental coverage options for full-time employees
• 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 Sick Time Off
• 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 Udemy 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 base salary range 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 incentive opportunity.
• US Base Salary Pay Range: $135,000 — $172,500 USD