Responsibilities

• Manage a portfolio of large enterprise accounts, acting as the primary point of contact for customer inquiries and needs.
• Perform initial onboarding of accounts to ensure a seamless integration of Smartsheet’s solutions.
• Understand and define customer success criteria while aligning Smartsheet's features to meet these goals.
• Share best practices and provide ongoing solution guidance to maximize customer engagement and satisfaction.
• Monitor customer health metrics and proactively address potential issues to improve retention and reduce churn.
• Engage in regular communications with customers to gather feedback and insights, fostering a relationship built on trust and transparency.
• Collaborate with internal teams to advocate for customer needs and drive product improvements based on user feedback.
• Conduct training sessions and workshops to educate customers on leveraging Smartsheet effectively.
• Identify opportunities for upselling and cross-selling additional services or features to enhance customer value.

Requirements

• Bachelor’s degree in Business, Communications, or a related field.
• 5+ years of experience in Customer Success or Account Management, preferably within a SaaS environment.
• Proven track record of managing enterprise accounts and maintaining high customer renewal rates.
• Strong analytical skills to assess customer health and derive actionable insights.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers.
• Ability to manage multiple projects simultaneously while adhering to deadlines.
• Experience with CRM tools and customer success platforms is a plus.
• Willingness to work remotely and travel as needed to meet customer requirements.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Flexible work environment with remote work options available.
• Professional development opportunities to enhance your skills and career growth.
• Generous vacation and paid time off policy.
• Access to wellness programs and resources to support overall well-being.
• Collaborative and innovative company culture that values employee input.