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Sr. Customer Success Manager, Key Accounts - Bellevue Washington
Company: Smartsheet Location: Bellevue, Washington
Posted On: 04/17/2024
Smartsheet is looking for a Senior Customer Success Manager, Key Accounts to manage a book of Large Enterprise Key Accounts. Your responsibilities will include driving customer satisfaction, engagement, adoption, retention and growth. You will serve as a key point of contact for customers, understanding their success objectives, sharing best practices, providing strategic guidance and helping them realize value from Smartsheet. For the right candidate, this is a career-defining opportunity to join us at a critical moment and have a significant impact in the Collaborative Work Management (CWM) space. The ideal candidate should have a proven track record of Software as a Service (SaaS) account management with a focus on Customer Success, strong technical leadership and outstanding communication skills. This important role will report to a Sr Manager of Customer Success - Key Accounts and may work remotely from the West Coast. You Will: - Develop and execute comprehensive engagement strategies and joint-success plans across assigned accounts
- Make data-driven decisions to mitigate risk, increase adoption and uncover new opportunities
- Be a product expert
- Serve as a strategic partner, guiding customers to outcomes-based value with our platform
- Align to and document customer use cases that support business critical functions and/or competitive advantages
- Seek out and develop relationships with customer executives
- Perform Quarterly and Executive Business Reviews
- Build relationships and drive positive change across internal teams, working closely with Sales, Support, Product and Training as a catalyst for continuous improvement and customer advocacy
- Met or exceed quarterly goals (e.g. Net Dollar Retention) and MBOs
- Be a thought leader - helping us improve and scale our business while providing mentorship to emerging CS talent
- Perform other duties as assigned
You Have: - Extensive experience managing Fortune 100 / Global Accounts
- Extensive experience with XaaS model with a focus on Customer Success
- History of building successful relationships with VP and C-Level customer contacts
- The ability to respectfully challenge and drive meaningful change with customers
- Advanced business acumen (e.g. Financial, Value, Strategy)
- Project Portfolio Management (PPM) knowledge and experience (Preferred)
- Smartsheet Product and System Administrator Certification (or ability to obtain within 3 months of hire)
- Reside on the West Coast
Perks & Benefits: |
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