Brandfolder by Smartsheet is looking for aCustomer Success Manager to manage a set of commercial accounts for our Digital Asset Management (DAM) product, Brandfolder. This CSM will align with the greater account team on customer activities and engage with customers to drive meaningful business outcomes. For you, this is a career-defining opportunity to join us at an essential moment and have a significant impact. You have experience with Software as a Service (SaaS) Customer Success, maintaining high customer renewal rates as a result of ongoing customer engagement and technical thought leadership.

This important role will report to a Sr. Manager of Customer Success and may work remotely from the Western or Central United States.

You Will:

• Collaborate with the greater account team to execute engagement activities, manage escalated situations, analyze / report on risk or expansion opportunities, and manage contract renewal
• Work with customer post-onboarding to ensure adoption and ongoing engagement throughout the customer's lifetime
• Deliver engagement programs like business reviews and adoption reviews to maintain high customer satisfaction and drive business outcomes
• Become a Digital Asset Management (DAM) expert - provide a consultative approach with customers by listening to business needs and making best practice recommendations for their DAM
• Explain technical subjects to non-technical end-users
• Liaise with internal stakeholders (sales, support, product, legal, etc) to advocate for customer needs, expedite requests - be the voice of the customer
• Develop tools and and best practices to ensure customers are realizing the greatest possible value from Brandfolder by Smartsheet
• Analyze usage data to forecast risk and opportunities; present usage data to customer to help prove ROI and visualize impact
• Collaborate with greater account team (Account Management and territory CSM) to manage and resolve escalated scenarios and drive key activities as a united account team
• Exceed all performance targets, includes quarterly MBOs, net revenue retention rates, and on time renewals
• Nurture Brandfolder by Smartsheet customer champions to move the the business forward with case studies, events, referrals, and more
• Negotiate and manage contract downgrades with business owners, decision-makers, IT groups, and / or procurement teams
• Provide status updates on risk and renewal forecasting through Salesforce and Gainsight
• Log meeting notes and key engagements in Gainsight

You Have:

• Account management or Customer Success experience with mid to later stage SaaS software
• 3+ years of experience maintaining valuable and outcome-based relationships with a diverse customer account base
• Outstanding task management skills across a varied set of responsibilities
• Passion for working with leading edge, web-based technologies and a desire to understand Brandfolder's benefits, use cases, and technical elements
• Experience working with or on a marketing or creative team is a nice-to-have and can help you accelerate in the role
• Experience with creative software tools in the marketing technology space is a nice-to-have and can help you accelerate in the role
• Willing to travel periodically based on customer and business need
• Authorization to work in the U.S. for any employer on an ongoing basis

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