Customer Success Manager • Senior

Smartsheet is looking for a Senior Customer Success Manager to manage a set of large strategic accounts and improve customer satisfaction, application engagement, customer retention, and growth. You will be the primary contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Smartsheet. You have a track record for Software as a Service (SaaS) account management and maintaining high customer renewal rates because of ongoing customer engagement and technical leadership.

This key role is part of the Customer Success team, reporting to the Manager, Customer Success, and is based in London (hybrid or remote eligible in the UK.)

You Will: 

• Lead the onboarding of enterprise-level customers, ensuring seamless adoption and clear articulation of value from the outset.
• Design and execute a comprehensive customer engagement strategy that drives satisfaction, value realisation, and long-term success.
• Act as a Smartsheet expert and trusted advisor, helping customers overcome challenges and achieve tangible business outcomes through improved project and work management.
• Conduct regular Business Reviews that reinforce delivered value, resolve issues (in collaboration with Technical Support), and identify opportunities for deeper product usage. They will focus on the outcomes that our customers are achieving to make the partnership successful.
• Develop scalable tools, frameworks, and best practices that help customers maximise the business value derived from Smartsheet.
• Analyse usage data to uncover trends and insights, providing strategic guidance that enhances customer outcomes and satisfaction.
• Serve as the primary point of contact for high-impact customer situations, ensuring swift resolution and preservation of customer value.
• Collaborate with Sales and Professional Services to share customer insights and drive additional value through tailored product and service offerings.
• Provide critical customer feedback to Product, Marketing, and Sales teams to guide innovation that enhances user experience, accelerates time-to-value, and supports adoption, retention, and expansion in large-scale enterprises.
• Consistently meet or exceed performance goals, including value metrics and renewal targets.
• Perform other duties as required.

You Have: 

• Proven account management experience in mid- to late-stage SaaS environments, with a strong focus on delivering and communicating customer value and the business outcomes they drive.
• Bachelor's degree in a relevant field is preferred.
• Experience maintaining valuable and outcome-based relationships with a diverse customer account base
• Outstanding task management skills across a varied set of responsibilities
• Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet’s benefits, use cases, and technical elements
• The ability to explain technical subjects to non-technical end-user personnel in large enterprises
• Willing to travel periodically based on customer and business need
• Additional European language knowledge is a plus, but not required.
• Legally eligible to work in the UK on an ongoing basis

Perks & Benefits:

• Employer-paid Private Medical and Dental, additional cost for family members
• Monthly contributions toward your pension
• Monthly stipend to support your work and productivity
• 25 days paid for Holiday + Bank Holidays + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption 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, salary sacrifice options, and your own personal Smartsheet account.
• Teleworking options from any registered location in the UK (role specific)