As a Technical Customer Success Manager, you will support the Customer Success Organization in driving the health and renewal of a set of premium capabilities.

The ideal candidate is an experienced professional with a full understanding of the Smartsheet product portfolio. You will resolve a range of issues in creative ways to mitigating risk, solving problems to ensure growth.

This important role will report to the Manager of Technical Customer Success Managers. This role is open to being 100% remote from anywhere within the United States where Smartsheet is a registered employer. Due to the collaborative nature of this role with Account Teams (Sales, Presales, Services) ideal candidates will be within driving proximity of our regional hub in Bellevue, WA or Boston, MA.

You Will:

• Serve as a strategic partner, empowering customers in their Smartsheet adoption journey and guiding customers to outcomes-based value with our Platform
• Guide the user experience and own customer satisfaction for your accounts
• Provide in depth technical consultation for specific premium capabilities of Smartsheet for post sales assistance
• Identify opportunities for add-ons within current product configurations and/or issues that could cause churn
• Identify areas that impact adoption and remove barriers by helping customers, recommending services, etc.
• Make data-driven decisions to mitigate risk, increase adoption and uncover new opportunities
• Stay customer-obsessed. Build relationships and drive positive change across internal teams, working closely with Sales, Support, Product and Training as a catalyst for continuous improvement and customer advocacy
• Collaborate with sales teams to establish strong client relationships with your accounts, by demonstrating technical expertise and a deep understanding of client needs to help progress growth
• Act as a conduit between customers and internal teams, gathering customer feedback, documenting feature requests, and providing client insights to our Engineering and Product teams to enable continuous improvement of our product roadmap
• Partner with the account team to fully understand and develop a clear renewal strategy for each customer based on data driven decisions and execute that strategy
• Persuade, influence,and motivate people and collaborate with cross functional partners such as CS Leaders, and product team to identify opportunities to accelerate adoption of assigned products
• Serve as a subject matter expert and mentor to other members of the team
• Meet or Exceed all performance measures
• Implement a comprehensive engagement and communications strategy that uses a balance of personal touch and scaled approaches
• Affect bottomline revenue through the mitigation of early stage risk while also coaching customers to solutions that translate into expansion opportunities
• Proactively identify underperforming customers and execute plans to improve the customer's success in order to prevent churn
• Perform other duties as assigned

You Have:

• 8 years of Customer Success or Account management experience in a technology/software environment
• 3 - 5 years years experience working with Smartsheet and premium capabilities; Must have achieved some Smartsheet certifications
• Prior experience with configuration, deployment, and testing of enterprise software applications
• Prior experience coding, building and/or integrating web services, data integration architecture, designing complex solutions, and/or designing databasesDemonstrated ability to influence and navigate objections to achieve win/win customer outcomes
• Prior experience and a proven track record of working and building robust stakeholder partnerships specifically within the Enterprise segment strongly preferred.
• Familiarity with project management methodologies and the ability to use those in service of managing the renewal cycle
• Ability to plan and execute initiatives by effectively representing the team across departments, ie: implementing new processes and initiatives in a well-planned, well-documented and organized manner
• Motivated by an entrepreneurial mindset and comfortable with ambiguity
• Strong level of urgency, organization and prioritization skills
• Experience working with Salesforce or other CRM systems
• Ability to travel up to 40% for Sales and Success QBRs and customer onsites

Perks & Benefits:

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
• Stock - 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 range of compensation 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 bonus and RSU stock grant upon accepted offer.
California & New York: $135,000 to $189,000 | All other US States: $125,000 to $175,000

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.

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