RVP, Customer Success

Smartsheet is looking for a leader to help expand and lead our Large Enterprise Customer Success team. The right candidate is passionate about helping enterprise customers realize value from Smartsheet, growing and developing team members, and delivering strong business results. 

As the Regional Vice President, Customer Success, you will partner closely with other Smartsheet leaders across Customer Success, Sales, Support, Professional Services, Marketing and Product to drive strong usage, retention, and growth.

This important role will report to the Vice President, Customer Success. This role is open to being 100% remote from anywhere within the United States where Smartsheet is a registered employer. 

You Will: 

• Manage a team of Customer Success Directors and Senior Managers, who in turn lead the Customer Success teams who are the primary owners of relationships with key Customer stakeholders and influencers
• Maintain awareness of both the external and internal competitive landscape, opportunities for expansion, customers, markets, new industry developments and standards 
• Own and drive the renewals forecast and execution for the large enterprise segment
• Lead communication with the account team and be an active account strategy leader through programmatic execution of CS strategies
• Help customers achieve adoption and expertise with Smartsheet products and services. and mapping to context of Customer Outcomes Journey team value and use cases 
• Improve the collaborative risk assessment process to identify and drive early, repeatable, scalable, and streamlined actions to address risk and drive healthy renewals 
• Meet the CSM culture we have where they are, and bring them on this maturity journey to more executive, business and commercially minded activities while removing account friction to adoption, mastering onboarding processes, driving timely escalation of process breakdowns with urgency, and overseeing the onboarding, enablement, and skill set development for Large Enterprise CSMs 
• Develop data driven go-to-market renewal selling strategies and plays, aligned with adoption to renewal motions at scale 
• Set performance targets for CS that help drive to company goals and outcomes 
• Partner with Large Enterprise Sales Organization to build an integrated Land, Adopt, Expand & Renew motion. 
• Meet with Senior Executives of our most strategic accounts and help guide their commercial vision utilizing our platform and technology
• Lead your team, through creating and executing a cohesive strategy with tangible goals, consistent performance, and tracking of key metrics to drive retention and expansion 
• Drive programs and services that grow usage, satisfaction, customer health, renewal/expansion, and likelihood to recommend Smartsheet 
• Hire, coach and develop in office and remote individuals to be strong CS leaders of their business. Design programs to help them develop their skills and career objectives
• Foster a collaborative, supportive and effective culture within the team and with internal partners 
• Team with Sales, Marketing, Support and Professional Services to guide customers on their Smartsheet journey and help them maximize their investment 
• Represent the voice of enterprise customers to Product and Engineering teams to drive enhancements and new capabilities 
• Meet or exceed performance goals, manage budget to deliver high ROI & perform other duties as assigned. 
• Provide thought leadership as we evolve our Customer Success vision. Help turn this vision into executable programs and processes for CSMs to deliver to our customers 

You Have: 

• Bachelor's degree in business or equivalent discipline; MBA preferred
• Experience leading teams to effectively land and expand a platform; Use case/solution development experience strong experience in the enterprise working with Global 2000, Fortune 500 and Fortune 50 customers
• 15+ years experience of management experience in Customer Success, Account Management, Professional Services, or related disciplines for a global B2B tech, SaaS or enterprise software business 
• Additive customer facing executive leadership skills/experience, with the ability to pattern match across accounts to build cohorts and networks in an account/territory and as back-pressure to inform GTM
• Excellent collaborative leadership, business development, communication (verbal, written and presentation) and interpersonal skills with an aptitude for building strong relationships and culture across all levels within enterprise organizations; influential individuals, managers, S-level, and C-suite 
• Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans.
• Experience with change management and business optimization improvement initiatives 
• Experience driving both low-touch and high-touch customer engagement activities to success, including management of customer issues and escalations 
• Demonstrated ability to design and implement processes 
• Proven ability to succeed in a fast-paced, dynamic and high growth technology environment
• Willing to travel based on customer and business needs 
• Smartsheet product knowledge - Smartsheet certification is a plus 
• Legal eligibility to work in the U.S on an ongoing basis 

Perks & Benefits: 

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) for eligible roles
• Lucrative Employee Stock Purchase Program (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Incidental Sick Leave
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific) 

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. 

California & New York: $189,000 - $264,600

All other US States: $175,000 - $245,000

 

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 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, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.