Sr. Customer Success Manager, Key Accounts (Remote Eligible)

1 week agoBoston, MA

Smartsheet is looking for a Senior Customer Success Manager, Key Accounts to manage a set of Large Enterprise Key Strategic Accounts and drive customer satisfaction, application engagement, customer retention, and growth. You will serve as a key point of contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Smartsheet.  For the right candidate, this is a career-defining opportunity to join us at a critical moment and truly have a significant impact. The ideal candidate should have a proven track record for Software as a Service (SaaS) account management and maintaining high customer renewal rates because of ongoing customer engagement, technical leadership, and outstanding communication skills.

This vital role is part of our Key Accounts Customer Success Team and would be based in our Boston office, working with accounts in the Eastern Time Zone Region.

You Will:

  • Develop and execute a comprehensive engagement and communications strategy across assigned accounts
  • Make data-driven decisions to mitigate risk, increase adoption and uncover new opportunities
  • Serve as a strategic partner, guiding customers to outcomes-based value with our Platform
  • Seek out and develop strategic relationships with customer champions and leaders
  • Perform Quarterly and Executive Business Reviews
  • Build relationships across internal teams, working closely with Sales, Support, Product and Training as a catalyst for continuous improvement and customer advocacy
  • Meet or exceed Net Dollar Retention targets and other quarterly goals

You Have: 

  • An exemplary history of managing Large Enterprise relationships with a focus on Customer Success
  • Excellent communication skills and a knack for building relationships
  • The ability to deal with ambiguity and solve problems with a critical, objective lense
  • Project Portfolio Management (PPM) knowledge and experience
  • The ability to respectfully challenge and drive meaningful change with customers
  • Broad business acumen
  • A big picture vision and the drive to independently execute to achieve success

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) with all offers
  • 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
  • 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, primary care membership, local retail discounts, and your own personal Smartsheet account
  • Teleworking options from any registered location in the U.S. (role specific) 

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

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. 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 welcome diverse perspectives and people who aren’t afraid to be innovative—join us!



Client-provided location(s): Boston, MA, USA
Job ID: 870484