Senior Manager

4 weeks ago


United Kingdom SMARTSHEET Full time

Smartsheet is looking for a proven leader to help build, operate, and scale our Customer Success team.
As Manager of Customer Success , you will build and manage a team of Customer Success professionals and partner with other Managers and Sr Manager of Customer Success in Costa Rica and the 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. This role is responsible for driving meaningful product utilization, customer engagement and retention, by leveraging a scaled customer success strategy.
You will report to a Sr Manager of Customer Success based in Costa Rica.
Hire, manage and develop a team of Customer Success professionals
Set expectations and build engagement with internal team members, grow a strong collaborative team and foster career growth for the group
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
Bring innovative ideas and VoC to the group to help drive the next stages of the business
Drive operational excellence across the Customer Success team
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
~4+ years of Customer Success, Account Management, or Technical Account Management experience, preferably within Enterprise SaaS
~ 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
~ Willing to travel based on business need
~ Bachelors (BA/BS) degree required
~ Strong command of English language both oral and written (C1+ and above)
~ Fully paid Health & Life insurance for full-time employees and family members
~ 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
~ If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
Our Candidate Privacy Notice describes how Smartsheet may process your personal data, including the use of a third party provider for application submissions.
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