Manager, Customer Success - Commercial

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

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
• 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 Udemy 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. $105,000 - $135,000

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 (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, and Japan. 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.

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