For over 20 years, Smartsheet has helped people and teams achievewell, anything. From seamless work management to smart, scalable solutions, weve always worked with flow. Were building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, were 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, thats magic at work, and its what we show up for everyday.
Smartsheet is looking for a Sr. Manager of Customer Success, Strategic Accounts 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 a Sr. Manager of Customer Success, Enterprise accounts you will manage a team of Customer Success Managers and partner with the Director of Customer Success, Enterprise 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 report to the Director of Customer Success, Enterprise. Due to the collaborative nature of this role, ideal candidates will be based on the West Coast.
You Will:
- Manage a team of Customer Success Managers
- Meet or exceed set targets
- Set expectations with internal team members, develop a collaborative team culture while promoting career growth.
- Empower team of CSMs to onboard and expand customer product usage while uncovering revenue opportunities.
- Use data to track performance, forecast retention, and create customer insight
- Partner with Marketing, Support, Professional Services, and Sales to create a positive customer journey that delights customers, improves customer satisfaction, inspires referrals and guides account growth.
- Build/refine programs to improve and scale
- Bring creative ideas to the group to help improve the next stages of the business
- Promote operational excellence across the Customer Success team
- Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities
- Other job duties as assigned
You Have:
- Business development, organization, team building and management passion
- Experience working in a cloud applications
- 5+ years working in a leadership capacity
- 8+ years of Customer Success or Account management experience in a technology/software environment, or Technical Account Management experience within Enterprise SaaS
- Passion and demonstrated ability for mentoring and team growth
- Experienced in managing 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 understand Smartsheets benefits, use cases, and business and technical elements
- Experience and success partnering across departments
- Bachelors (BA/BS) degree
Get to Know Us:
At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. Youll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional pathsbecause we know that impact comes from individuals who care deeply and challenge thoughtfully. When youre doing work that stretches you, excites you, and connects you to something bigger, thats magic at work. Lets build whats 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. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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