What are the responsibilities and job description for the Customer Success Manager II, Strategic position at Frontend Arts?
Smartsheet is a tech company with a human story to tell. Were here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. Were revolutionaries so for us changing the way the world works is all in a days work.
Smartsheet is looking for a Customer Success Manager to manage a set of large strategic accounts and improve customer satisfaction, application engagement, customer retention, and growth. You will be the primary contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Smartsheet. You have a track record for Software as a Service (SaaS) account management and maintaining high customer renewal rates because of ongoing customer engagement and technical leadership.
You will report to a Manager of Customer Success - Strategic Accounts and may work remotely. Due to the collaborative nature of this role with Account Teams (Sales, presales, services) ideal candidates live in the Eastern or Midwestern United States.
You Will :
- Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle
- Partner with a cross-functional account team to develop a territory plan that maximizes customer satisfaction, retention, and expansion
- Develop and execute a data-driven enablement strategy that increases customer adoption, showcases product value, and strengthens customer relationships
- Be the Smartsheet expert providing guidance to allow customers to create 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
- Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction
- Be the primary interface to manage and resolve critical situations
- Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet
- Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities
- Exceed all performance targets, including maintaining high retention and growth rates
- Perform other duties as assigned
You Have :
Perks & Benefits :
Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. $80,000 - $110,000
Get to Know Us :
At Smartsheet, weve created a place where everyone is welcome people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. Youre encouraged to apply even if your experience doesnt precisely match our job descriptionif your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world worksjoin us!
Equal Opportunity Employer :
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, and Japan. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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Salary : $80,000 - $110,000
