What are the responsibilities and job description for the Scaled Customer Success Program Manager position at Smartsheet?
Smartsheet is a tech company with a human story to tell. We're here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We're revolutionaries - so for us changing the way the world works is all in a day's work.
Smartsheet is looking for a Scaled Customer Success Program Manager . As part of the Digital and Scale Customer Success team, you will partner closely with the Customer Success Teams and Leaders, Business Intelligence Team, Revenue Operations, Sales, and Customer Outcomes Journey teams. Your role is to operationalize programs and draw insights from key CS motions like business reviews, executive engagement and value realization plays - that drive value for our customers at scale. You will partner with CSMs and leaders assigned to a portfolio; and use a data-driven operating model to examine and report on trends in our business related to value delivery. You will take action to drive increased value for our customers by creating and delivering effective, predictive, data-driven and automated CS programs at scale.
This is a high-growth opportunity to join Smartsheet at an essential moment and have a significant impact. You have experience operating in a SaaS B2B company working with Customer / Post-sales teams and are at ease in a fast-paced and ever-changing environment. To be successful in this role, you will need a blend of skills including leadership, influence, business insight, communications, and project management skills.
This important role will report to the Sr. Director, Customer Success - Digital and Scale and can be based at one of our offices or remote.
You Will :
- Execute the strategy for scaled customer success : design and manage programs and execute the related plays in Gainsight (and other tools) for CS execution, uncover insights and report on their effectiveness and roadmap for innovations
- Build and execute value-based programs and motions designed to increase the value a customer receives from Smartsheet which are in-line with the current CS objectives and expectations
- Leverage data, tooling and automation to optimize the CSM experience in relation to management, renewal and expansion of their book
- Deeply understand Smartsheet customers' core lifecycle to develop repeatable and scaled customer motions that accelerate growth and reduce churn
- Partner closely with Digital Engagement Managers to analyze trends and execute new opportunities for digital within the CSM base
- Be an advisor and thought partner to business leaders crafting strategies for CSMs
- Align and collaborate with key stakeholders in Customer Outcomes Journey, Marketing, Product Marketing, Business Intelligence and Revenue Operations
- Ensure alignment to best practices in design and execution in order to support a land, adopt and expand motion
- Utilize data analytics to monitor customer health and drive data-driven decision-making across the organization.
- Develop and implement scalable processes, frameworks, and best practices to optimize work and influence team behavior
- Drive continuous improvement and innovation in customer success programs, leveraging industry best practices and customer feedback
- Implement feedback loop processes based on offering gaps identified by CSMs and customers
You Have :
Current US 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.
US Base Salary Pay Range
80,000 — $110,000 USD
Get to Know Us :
At Smartsheet, we've 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. 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 empower everyone, everywhere to change the way the world works-join 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, Japan, and Bulgaria. 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.
LI-Remote
Salary : $80,000 - $110,000
