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Manager, Customer Success (North East Territory) *Remote Eligible*
Smartsheet is looking for someone to help build and scale our 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 Manager of Customer Success, you will manage a team of Customer Success Managers and partner with the Director of Customer Success & Implementation Services 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:
- Develop a team of Customer Success Managers
- Exceed Net Retention and engagement targets
- Set expectations with internal team members, grow a strong collaborative time and foster career growth
- Guide the execution to onboard and expand usage and revenue within our customer base
- Use data to track performance, forecast retention, and create customer insight
- Partner with Marketing, Support, Professional Services, and Sales to create a consistent customer journey that creates positive customer satisfaction, referrals, and account growth
- Build/refine programs to drive continuous improvement and scale
- Bring creative ideas to the group to help drive the next stages of the business
- Improve operational excellence across the Customer Success team
- Accomplish other tasks as assigned
You Have:
- Strong leadership, business development, organization, team building and management
- Experience working in a fast-paced, high growth software company
- 3+ years working in a leadership capacity
- 4+ years of Customer Success, Account Management, or Technical Account Management experience
- Passion and demonstrated ability for mentoring and team growth
- Demonstrated ability to lead 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 deeply understand Smartsheet's benefits, use cases, and business and technical elements
- Experience and success partnering across departments
- Willing to travel periodically based on customer and business need
- Bachelors (BA/BS) degree required
Perks & Benefits:
- HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
- Equity - Restricted Stock Units (RSUs) 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
- Flexible Time Away Program, plus Incidental 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 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)
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, 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!
