Smartsheet is looking for a proven leader to help build, operate, and scale our Emerging Customer Success team.
As **Manager of Customer Success**, you will build and manage a team of Customer Success professionals and partner with the Manager of Customer Success in Costa Rica and Director of Customer Success in the US to execute on the overall team vision. You will collaborate with the Sales and Marketing and Customer Excellence Global Shared Services teams to help drive growth of our business across our Emerging customer segment. This role is responsible for driving successful product usage, customer engagement and retention leveraging a scaled customer success strategy.
You will report to a Director of Customer Success based in Boston, Massachusetts - US.
**You Will**:
- Hire, manage and develop a team of Customer Success professionals
- Meet or exceed Net Retention targets at an individual and team level as applicable
- Set expectations and build engagement with internal team members, grow a strong collaborative team and foster career growth for the group
- Drive the execution to onboard, enable, and expand usage and revenue within our customer base
- Use data to track performance, forecast retention, and create customer insight
- Partner with Sales, Marketing, Support, Professional Services, to deliver a consistent customer journey that drives positive customer satisfaction, referrals, account retention and growth
- Build/refine programs and initiatives to drive continuous improvement and scale
- Bring innovative ideas to the group to help drive the next stages of the business
- Drive operational excellence across the Customer Success team
- Accomplish other tasks as assigned
**You Have**:
- Strong leadership, business development, organization, team building and management, communication (verbal, written and presentation), and interpersonal skills
- Experience working in a fast-paced, high growth software company
- 2+ years working in a leadership capacity
- 4+ years of Customer Success, Account Management, or Technical Account Management experience, preferably within Enterprise SaaS
- Passion and demonstrated ability for mentoring and team growth
- Demonstrated ability to lead a Customer Success or Account Management team
- Outstanding multi-task 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
- Strong command of English language both oral and written (C1+ and above)
**Perks & Benefits**:
- Fully paid Health & Life insurance for full-time employees and family members
- Monthly stipend to support your work and productivity
- Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
- 12 days paid Vacation + 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 LinkedIn Learning online courses
- Company Funded Perks including a counseling membership and your own personal Smartsheet account
- Teleworking options from any registered location in Costa Rica (role specific)
**About Smartsheet**
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, 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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