Sr Customer Success Manager

5 days ago

Sydney, New South Wales, Australia Smartsheet Full time $120,000 - $150,000 per year

Smartsheet is looking for a Sr Customer Success Manager to manage a set of large enterprise accounts and improve customer satisfaction, application engagement, customer retention, and growth. You will be the primary contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Smartsheet. You have a track record for Software as a Service (SaaS) account management and maintaining high customer renewal rates because of ongoing customer engagement and technical leadership.

You will report into the Manager, Customer Success based in Sydney, Australia.

You Will:

  • Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle
  • Accomplish a comprehensive engagement and communications strategy that maintains high customer satisfaction
  • Be the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties
  • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account
  • Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet
  • Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction
  • Be the primary interface to manage and resolve critical situations
  • Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet
  • Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities
  • Exceed all performance targets, including maintaining high retention and growth rates
  • Accomplish other tasks as assigned

You Have:

  • 8+ years of Customer Success or Account Management experience (or equivalent)
  • Strong commercial acumen to communicate technical subjects to non-technical personnel in large enterprises
  • Ability to operate with high autonomy and limited oversight, with a complete understanding of carrying out the needs of the business while successfully maintaining high customer satisfaction rates
  • Credibility and trust with customers and internal stakeholders by understanding their requirements
  • A track record of SaaS account management and high customer renewal rates
  • Experience maintaining valuable and outcome-based relationships with a diverse customer account base
  • Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elements
  • Bachelor's degree in relevant field, or equivalent experience
  • Willing to travel based on customer and business need

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