About the Role
Title: Manager, Customer Success – Commercial
Location: USA
Job Description:
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 Manager of Customer Success to help build and scale our Customer Success team. As a Manager of Customer Success – Commercial, you will manage a team of Customer Success Managers and partner with the Director of Customer Success and internal teams to execute on the overall company vision. You will collaborate with Sales and Marketing to help drive growth and reduce risk in your book of business. This role is responsible for driving successful product usage, customer value, and net retention.
This important role will report to a Director of Customer Success and will be based out of our regional hub in Boston, MA.
- Manage, develop, coach and mentor a team of Customer Success Managers focused on meeting and exceeding set business targets and Key objectives
- Exceed Net Retention, Loss, Engagement, and Adoption Targets
- Set expectations with internal team members, grow a strong collaborative team and foster career growth
- Guide the execution to onboard and expand usage and revenue within our customer base
- Use data to track performance, forecast retention, and create customer insight
- Partner with Marketing, Support, Professional Services, and Sales to create a consistent customer journey that creates positive customer satisfaction, referrals, and account growth
- Build/refine programs to drive continuous improvement and scale
- Bring creative ideas to the group to help drive the next stages of the business
- Improve operational excellence across the Customer Success team
- Accomplish other tasks as assigned
You Have:
- 3+ years working in a leadership capacity
- 4+ years of Customer Success, Account Management, or Technical Account Management experience
- Strong leadership, business development, organization, team building and management
- Experience working in a fast-paced, high growth software company
- 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
- 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 departments
- Willing to travel periodically based on customer and business need
- Bachelors (BA/BS) degree required