Smartsheet is looking for a New Business Customer Success Manager to serve as the initial contact in the customer lifecycle for newly-signed accounts. You will advocate for the customer experience over a customer’s first six months that includes: empowering users in Smartsheet, defining their ‘why’, identifying champions and setting them on a path to rapid adoption and deployment of the application. For you, this is a career-defining opportunity to join us at an important moment for this team and have a significant impact. You have experience working in a Software as a Service (SaaS) environment and have documented achievement in an account management, onboarding, or customer success function. 

You will report directly to a Senior Manager of Customer Success and be based at Smartsheet's office in Bellevue, WA or in the Field (Pacific Time Zone).

You Will: 

  • Perform initial onboarding and kick-off calls for accounts with an emphasis on identifying and documenting important customer goals
  • 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
  • Be the Smartsheet expert providing guidance and addressing challenges on work/ project management and collaboration to customers
  • Develop processes and recommend best practices to ensure customers are realizing the greatest possible value from Smartsheet
  • Use usage patterns to gain insights, provide guidance, and evolve our customers to a more advanced application of Smartsheet
  • Be the primary interface to manage and resolve any needs that may arise post-sale
  • Work with the Sales, Services and within the border Customer Success team to ensure seamless hand-offs and encourage progress through the customer’s lifecycle
  • Exceed all performance measures, which includes driving follow-on revenue events and improving user engagement indicators across book of accounts
  • Understand the customer’s business model, important partners and organizational structure
  • Accomplish other duties as assigned

You Have: 

  • 3+ years of Account management/customer success experience, for mid to later stage SaaS software
  • You have a Bachelor's degree in a relevant field (preferred)
  • Proven ability to maintain valuable and outcome-based relationships with a diverse customer account base
  • Outstanding multi-task task management skills across a varied set of responsibilities
  • Ability to partner with cross-departmental teams
  • Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet’s benefits, use cases, and technical elements
  • Strong communication skills, with the ability to explain technical subjects to non-technical end-user personnel in large enterprises
  • Ability to build credibility and trust by understanding customer requirements and addressing
  • Willing to travel periodically based on customer and business need

Perks & Benefits:

  • 100% employer-paid medical, dental, and vision coverage for full-time employees
  • Equity - Restricted Stock Units (RSUs) Equity with all offers
  • 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
  • 15 days PTO to start, plus Flexible Sick Leave
  • Up to 24 weeks of Parental Leave
  • Personal paid Volunteer Day to support our community
  • Opportunities for professional growth and development including access to Audible for Business and LinkedIn Learning online courses
  • Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
  • Teleworking options from any registered location in the U.S. (role specific)

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, and Australia. 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!

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