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Full-Time

Customer Success Manager II

Commercial

Confirmed live in the last 24 hours

Smartsheet

Smartsheet

1,001-5,000 employees

Cloud-based work management and automation software

Data & Analytics
Education
Enterprise Software

Compensation Overview

$80k - $110kAnnually

+ Incentive Opportunity + RSU Stock Grant

Mid

Boston, MA, USA

Ideal candidates should live within driving proximity of Boston, MA.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Communications
Management
Marketing
Requirements
  • Account management 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 Smartsheet's benefits, use cases, and technical elements
  • Willing to travel periodically based on customer and business need
  • Authorization to work in the U.S. for any employer on an ongoing basis
Responsibilities
  • Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime
  • Implement a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
  • Be the Smartsheet expert, providing guidance and addressing challenges on work/ project management and collaboration to customers
  • Explain technical subjects to non-technical end-user personnel in large enterprises
  • Understand customer needs and address concerns
  • 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
  • Develop tools and and best practices to ensure customers are realizing the greatest possible value from Smartsheet
  • Use usage patterns to gain insights, provide guidance and increase customer satisfaction
  • Be the primary interface to manage and resolve important situations
  • Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities
  • Provide expert customer insight to product management, marketing and sales on what innovation and improvement in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale
  • Exceed all performance targets, including maintaining high unit renewal rates
  • Accomplish other tasks as assigned

Smartsheet provides work management and automation solutions through its cloud-based platform. Users can create, share, and manage workflows and projects, with the ability to customize their solutions to fit specific needs. The platform integrates with other popular applications, enhancing its functionality for businesses of all sizes. Unlike many competitors, Smartsheet offers a subscription-based model with various pricing tiers, making it accessible for both small businesses and large enterprises. The company's goal is to help organizations improve efficiency and productivity by providing comprehensive support and learning resources, ensuring users can fully utilize the platform.

Company Stage

IPO

Total Funding

$149.8M

Headquarters

Bellevue, Washington

Founded

2005

Growth & Insights
Headcount

6 month growth

4%

1 year growth

7%

2 year growth

17%
Simplify Jobs

Simplify's Take

What believers are saying

  • Significant investments from entities like Capstone Investment Advisors and Vanderbilt University indicate strong market confidence in Smartsheet's growth potential.
  • The appointment of experienced leaders like Jo Deal and Max Long suggests a strategic focus on enhancing organizational culture and go-to-market strategies.
  • Smartsheet's subscription-based model ensures a steady revenue stream, allowing continuous investment in platform improvements and innovation.

What critics are saying

  • The departure of co-founder Brent Frei and recent layoffs may signal internal instability and potential challenges in maintaining company culture.
  • Drastic shifts in market demand, as cited in recent layoffs, could impact Smartsheet's ability to sustain its growth trajectory.

What makes Smartsheet unique

  • Smartsheet's platform is highly customizable, allowing businesses to tailor workflows and projects to their specific needs, unlike more rigid competitors.
  • The seamless integration with other popular apps and platforms enhances Smartsheet's functionality, making it a versatile tool for improving business efficiency.
  • Smartsheet's comprehensive support and learning resources, including Smartsheet University, provide users with the skills and knowledge to maximize the platform's potential.

Benefits

Health and wellness benefits - From sick days to mental health services, we support you. We provide company-sponsored comprehensive healthcare coverage and well-being benefit programs so you can take care of your whole self.

Time away - We want you to find time for what matters to you. We offer a variety of programs so you can recharge and reconnect, including paid time off for company holidays, vacation, volunteering, military leave, and parental bonding.

An investment in your future - We help you plan for the dreams you’re working toward. We offer every employee competitive pay, retirement contributions, stock awards, and an employee stock purchase program.

Perks and discounts - It's the details that make life easier. From discount programs and an allowance for work-related expenses, to medical concierge (U.S. only) and caregiver services, we help set you up for success both at work and outside of it.

An inclusive environment - We strive to foster a culture of belonging that is rooted in respect for all people. We believe that by celebrating diversity of voices and experiences, and by creating equitable opportunities for our team, customers, and communities, we enable people to do and be their best.

Continuous learning - We know that when you’re growing, so are we. That's why we provide opportunities to develop on the job through internal mobility, virtual learning, and a variety of development programs.