Full-Time

Customer Success Manager II

Federal Government Strategic Accounts, Remote Eligible

Posted on 5/4/2023

Smartsheet

Smartsheet

1,001-5,000 employees

Enterprise work management platform solutions

Compensation Overview

$6 - $50

Junior, Mid

Washington, DC, USA

Required Skills
Sales
Communications
Marketing
Requirements
  • 3+ years of experience as a Customer Success Manager or Account Manager, working with Federal Government customers at a SaaS company
  • Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical personnel in large enterprises
  • Ability to build credibility and trust by understanding customer requirements and addressing needs
  • Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
  • Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet's benefits, use cases, and technical elements
  • Outstanding multi-task management skills across a varied set of responsibilities
  • Proven ability to succeed in a fast-paced, dynamic and high growth technology environment
  • Willing to travel periodically based on customer and business needs
  • Bachelor's degree in a relevant field, or equivalent experience
  • Authorization to work in the U.S. for any employer on an ongoing basis
  • Must be located in the Washington DC/Maryland/Virginia (DMV Metro) area
  • Authorization to work in the U.S. for any employer on an ongoing basis
Responsibilities
  • Drive onboarding of accounts with enterprise-level customers, ensuring strong adoption and ongoing engagement throughout the customer's lifecycle
  • Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
  • Serve as the Smartsheet subject matter expert (SME) providing guidance to enable customers to drive impact and increase collaboration across their organization and with external parties
  • 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
  • Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet
  • Assess usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction
  • Serve as the primary interface to manage and resolve critical situations
  • Work closely with the Sales, Training and Professional Services teams identify new opportunities to expand customer use of Smartsheet
  • Provide expert customer insight to Product Management, Marketing and Sales on what innovation and continuous improvement is needed
  • Exceed all performance targets, including maintaining high retention and growth rates
  • Accomplish other tasks as assigned
Desired Qualifications
  • Demonstrated close attention to detail and ability to navigate and comply with complex contract deliverables is a plus

Smartsheet is an enterprise work management platform that offers flexible solutions for capturing and tracking plans, resources, and schedules, with a focus on accelerating speed to market and empowering marketing and creative teams.

Company Stage

IPO

Total Funding

$149.8M

Headquarters

Bellevue, Washington

Founded

2005

Growth & Insights
Headcount

6 month growth

4%

1 year growth

10%

2 year growth

20%

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.

INACTIVE