Smartsheet is looking for a Manager of Customer Success to help build, operate, and scale our Customer Success team. You are an experienced manager with the ability to create programs to improve customer adoption throughout all Smartsheet accounts.

As Manager of Customer Success, you will manage a team of Customer Success Managers and partner with the Director of Customer Success EMEA to build the team vision and strategy. You will work with Sales and Marketing to help grow our business. You will create successful product usage, customer value, programs at-scale and retention. As the Manager, Customer Success, you will be accountable for all renewals in your team’s portfolio and responsible for the growth within your aligned territories.

This important role will report to the Director of Customer Success, and is based in the Smartsheet London office. 

You Will: 

• Develop a team of Customer Success Managers
• Exceed Net Retention and engagement targets
• Set expectations with internal team members, grow a strong collaborative time and foster career growth
• Guide the execution to onboard and expand usage and revenue within our customer base using our Customer Success Offerings
• Use Salesforce and Gainsight to track performance, forecast retention, and customer insights
• Partner with Marketing, Support, Professional Services, Channel Partners and Sales that creates positive customer satisfaction, referrals, and account growth
• Bring creative ideas and coaching to your team to help them build their skills in working with customers in an increasingly strategic space.
• Improve operational excellence across the Customer Success team
• Instill a high performance culture with focus on teamwork, customer excellence, and ownership
• Create a culture of inclusivity, recognising the strengths that individuals bring to the team to promote engagement and development opportunities 
• Perform other duties as assigned

You Have: 

• Strong leadership, business development, organisation, team building and management
• Experience working in a fast-paced, high growth software company
• 3+ years working in a leadership capacity
• 4+ years of Customer Success, Account Management, or Technical Account Management experience
• Passion and demonstrated ability for mentoring and team growth
• Demonstrated ability to lead a Customer Success or Account Management team
• Outstanding management skills across a varied set of responsibilities, using data to make decisions
• Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet’s benefits, use cases, and business and technical elements
• Experience and success partnering across department
• Willing to travel periodically based on customer and business need
• Bachelors (BA/BS) degree required

Perks & Benefits:

• Employer-paid Private Medical and Dental, additional cost for family members
• Lucrative Employee Stock Purchase Program (15% discount)
• Monthly contributions toward your pension
• Monthly stipend to support your work and productivity
• 25 days paid for Holiday + Bank Holidays + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks including a counseling membership, salary sacrifice options, commuter discounts, and your own personal Smartsheet account.
• Teleworking options from any registered location in the UK (role specific)

About Smartsheet

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, the company delivers a leading cloud-based platform for work execution, empowering organisations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes. Smartsheet went public on the New York Stock Exchange in April 2018 and currently enables collaboration, better decision making, and accelerated innovation for over 76,000 domain-based customers in 190 countries, including 96 of the Fortune 100.

Equal Opportunity Employer

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Costa Rica, Japan, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us!