Principal Customer Success Manager

About the role

Smartsheet is seeking a highly skilled Principal Customer Success Manager to oversee and nurture strategic partnerships with significant global clients. In this role, you will provide guidance and mentorship to team members, spearhead internal projects, and serve as a subject matter expert to enhance product adoption and deliver substantial business value. Your expertise will be crucial in ensuring that clients maximize their use of Smartsheet's offerings.

Key facts

What you'll do

• Oversee a diverse portfolio of client accounts, emphasizing user enablement, product adoption, and ongoing engagement.
• Conduct thorough analyses of client business models and organizational frameworks to devise customized strategy plans that align with their goals.
• Proactively identify potential churn risks and develop strategies to mitigate them while also exploring avenues for account expansion.
• Facilitate Executive Business Reviews and Quarterly Business Reviews to showcase the value delivered to clients and ensure alignment with their objectives.
• Collaborate with Sales, Product, and Professional Services teams to create a seamless and integrated experience for clients.
• Allocate a minimum of 10% of your weekly schedule to special projects and mentorship initiatives to foster team growth.
• Provide constructive feedback to internal teams to drive product enhancements and innovations based on client needs and market trends.
• Develop and maintain strong relationships with key stakeholders, ensuring their needs and expectations are met effectively.
• Monitor industry trends and best practices in Customer Success to continually refine strategies and processes.
• Mentor junior team members, sharing knowledge and expertise to elevate the overall performance of the Customer Success team.
• Engage in continuous learning and professional development to stay updated on Smartsheet's evolving product suite and industry standards.

Requirements

• A minimum of 10 years of experience in Account Management or Customer Success, ideally within a Software as a Service (SaaS) context.
• A Bachelor's degree or equivalent professional experience demonstrating relevant skills and knowledge.
• Proven track record of establishing and nurturing relationships with C-level executives and Vice Presidents.
• Experience leading cross-functional projects with minimal supervision, showcasing strong leadership capabilities.
• Willingness to travel as necessary to meet business requirements and client needs.
• Must obtain or currently hold Smartsheet certifications (Core Product, System Administrator, Project Management, Control Center Lead, Control Center Blueprint Builder) within six months of employment.

Nice to have

• In-depth knowledge of Smartsheet and expertise in the broader Customer Success landscape.
• Familiarity with advanced Customer Success methodologies and best practices.
• Previous experience in a leadership role within a Customer Success team.

Skills & tools

• Proficiency in SaaS Customer Success methodologies and frameworks.
• Strong understanding of the Smartsheet Core Platform and its premium applications.
• Excellent communication and interpersonal skills, essential for client interactions and team collaboration.
• Analytical skills to assess client needs and develop strategic plans accordingly.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Practical notes

Smartsheet offers a comprehensive benefits package that includes a 401k matching program (50% of contributions up to the first 6%), subsidized medical, dental, and vision insurance, and up to 24 weeks of parental leave. Employees enjoy 12 paid holidays annually, a monthly stipend for remote work expenses, and access to professional development resources, including platforms like Udemy. Smartsheet is committed to fostering an inclusive workplace and is proud to be an Equal Opportunity Employer.

About the company

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