Smartsheet is looking for a Strategic Customer Success Manager to manage a set of large accounts to help promote a high level of customer satisfaction, successful product use, and customer retention within the EMEA region. You will be the primary contact for important Strategic Enterprise customers, understand customer success criteria, address questions and serve as a trusted Smartsheet advisor. Most importantly, you will drive the customer through their journey and focus on delivering impact as a partnership. You have experience with Software as a Service (SaaS) account management, maintaining high customer renewal rates as a result of ongoing customer engagement and technical leadership. We are experiencing significant growth and so the ideal candidate should have an inquisitive, resilient mindset and be ready to help transform how we deliver outcomes.

This key role is part of the Customer Success team, reporting to the Manager, Customer Success, and is based in either London, UK or remote. 

YOU WILL:

  • Act as the customer journey owner for our enterprise level customers, ensuring adoption and ongoing engagement throughout the customer’s lifetime 
  • Implement a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
  • Be the Smartsheet expert, providing guidance and addressing challenges on work/ project management and collaboration to customers
  • Perform consistent business reviews that ensures customers are getting the enterprise value from our solution, raising areas of progress and improvement with the customer.
  • Utilise tools and and best practices to ensure customers are realizing the greatest possible value from Smartsheet 
  • Use usage patterns to gain insights, provide guidance and increase customer satisfaction 
  • Be the primary interface to manage and resolve important conversations.
  • Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities 
  • Provide expert customer insight to product management, marketing and sales on what innovation and improvement in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale 
  • Exceed all performance targets, including maintaining high unit renewal rates 
  • Accomplish other tasks as assigned 

YOU HAVE:

  • 5+ years of Account management experience with mid to later stage SaaS software, ability to succeed in a fast-paced, dynamic and high growth technology environment 
  • Bachelor's degree in a relevant field is preferred 
  • Experience maintaining valuable and outcome-based relationships with a diverse customer account bas
  • Outstanding task 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 technical elements 
  • The ability to explain technical subjects to non-technical end-user personnel in large enterprises 
  • Willing to travel periodically based on customer and business need 
  • Authorization to work permanently in the UK for any employer 
  • Additional languages are a plus, but not required.

About Smartsheet 

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, the company delivers a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes. Smartsheet went public on the New York Stock Exchange in April 2018 and currently enables collaboration, better decision making, and accelerated innovation for over 76,000 domain-based customers in 190 countries, including 96 of the Fortune 100. 

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, Germany, Japan, Costa Rica 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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