Manager – Customer Success
Posted on 3/25/2024
Smartsheet

1,001-5,000 employees

Cloud-based collaboration platform
Company Overview
Smartsheet's mission is to empower anyone to drive meaningful change - for themselves, their businesses and even for the world.

Company Stage

N/A

Total Funding

$149.8M

Founded

2005

Headquarters

Bellevue, Washington

Growth & Insights
Headcount

6 month growth

3%

1 year growth

15%

2 year growth

30%
Locations
London, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Management
Salesforce
Marketing
CategoriesNew
Customer Success & Support
Sales & Account Management
Customer Success Management
Strategic Account Management
Requirements
  • Strong leadership
  • business development
  • organisation
  • team building
  • 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
  • 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
Responsibilities
  • 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