Customer Success Manager EMEA

2 weeks ago


London, United Kingdom Smartsheet Inc Full time

Smartsheet is looking for a Customer Success Manager to manage a set of large accounts to help promote a high level of customer satisfaction, successful product use, and customer retention within the DACH & EMEA region . You will be the primary contact for important customers, understand customer success criteria, address questions and serve as a trusted Smartsheet advisor. You have experience with Software as a Service (SaaS) account management, maintaining high customer renewal rates as a result of ongoing customer engagement and technical leadership. We are experiencing significant growth and so the ideal candidate should have an inquisitive, resilient mindset and be ready to help transform how we deliver outcomes.
This key role is part of the Customer Success team, reporting to the Manager, Customer Success, and is based in either London, UK or hybrid.
Be the Smartsheet expert, providing guidance and addressing challenges on work/ project management and collaboration to customers
Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities
Provide expert customer insight to product management, marketing and sales on what innovation and improvement in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale
Exceed all performance targets, including maintaining high unit renewal rates
Account management experience with mid to later stage SaaS software, ability to succeed in a fast-paced, dynamic and high growth technology environment
Bachelor's degree in a relevant field is preferred
Experience maintaining valuable and outcome-based relationships with a diverse customer account bas
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
Willing to travel periodically based on customer and business need
Business fluency in German and English required. Additional languages are a plus, but not required.
In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers.



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