Customer Success Manager • Senior

Who you are

You have extensive experience in customer success management, particularly in designing and implementing customer adoption strategies that drive measurable outcomes. Your background includes working closely with cross-functional teams, including Product, Sales, and Customer Excellence, to operationalize structured frameworks that enhance customer engagement and retention.

You possess strong analytical skills, enabling you to assess customer needs and develop tailored programs that maximize value realization. Your ability to communicate effectively with stakeholders at all levels ensures that you can advocate for customer needs while aligning with business objectives.

You are passionate about empowering teams and have a proven track record of fostering collaboration across departments to achieve shared goals. Your strategic mindset allows you to anticipate challenges and proactively address them, ensuring a seamless customer experience throughout the onboarding and adoption phases.

Desirable

Experience in a technology company, particularly in SaaS, is a plus. Familiarity with project management tools and methodologies will enhance your ability to drive initiatives effectively.

What you'll do

In this role, you will own the design and execution of Smartsheet’s customer adoption and value realization programs. You will work closely with the Customer Excellence team to ensure that customers achieve their desired outcomes across onboarding, adoption, and renewal milestones. Your responsibilities will include developing structured adoption frameworks that can be scaled across various customer segments.

You will partner with Product teams to provide feedback on customer experiences and advocate for enhancements that improve usability and satisfaction. Collaborating with Sales and Revenue Operations, you will identify opportunities for upselling and cross-selling based on customer needs and usage patterns.

Your role will also involve analyzing customer data to track adoption metrics and identify trends that inform program adjustments. You will lead initiatives aimed at increasing customer retention and long-term value, ensuring that Smartsheet remains a trusted partner in their success.

What we offer

Smartsheet offers a dynamic work environment where innovation and collaboration are at the forefront. As a remote-eligible position, you will have the flexibility to work from anywhere in the United States. We provide competitive compensation and benefits, including opportunities for professional development and growth within the company. Join us in our mission to empower teams and revolutionize the way they work.