Sr Customer Success Manager

For over 20 years, Smartsheet has helped people and teams achieve–well, anything.
From seamless work management to smart, scalable solutions, we've always worked with flow.
We're building tools that empower teams to automate the manual, uncover insights, and scale smarter.
But more than that, we're creating space– space to think big, take action, and unlock the kind of work that truly matters.
Because when challenge meets purpose, and passion turns into progress, that's magic at work, and it's what we show up for everyday.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 lifecycleAccomplish a comprehensive engagement and communications strategy that maintains high customer satisfactionBe the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external partiesPerform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the accountImplement and share best practices to ensure customers are realizing the greatest possible value from SmartsheetUse usage patterns to gain insights, provide guidance and increase customer adoption and satisfactionBe the primary interface to manage and resolve critical situationsWork with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of SmartsheetProvide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunitiesExceed all performance targets, including maintaining high retention and growth ratesAccomplish other tasks as assignedYou 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 enterprisesAbility 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 ratesCredibility and trust with customers and internal stakeholders by understanding their requirementsA track record of SaaS account management and high customer renewal ratesExperience maintaining valuable and outcome-based relationships with a diverse customer account basePassion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elementsBachelor's degree in relevant field, or equivalent experienceWilling to travel based on customer and business needGet to Know Us:At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact.
You'll have the freedom to explore, push boundaries, and grow beyond your role.
We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully.
When you're doing work that stretches you, excites you, and connects you to something bigger, that's magic at work.
Let's build what's next, together.Equal Opportunity Employer:Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees.
It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India.
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