Customer Success Team Lead

hace 2 semanas


San José, San José, Costa Rica Smartsheet A tiempo completo

Smartsheet is seeking a seasoned Customer Success leader to drive growth and expansion of our Emerging Customer Success team.

As the Manager of Customer Success, you will build and manage a high-performing team of professionals, partner with leadership to execute the team vision, and collaborate with Sales, Marketing, and Customer Excellence teams to drive business growth.

You will be responsible for driving successful product adoption, customer engagement, and retention through a scaled customer success strategy.

Key Responsibilities:

  • Hire, manage, and develop a team of Customer Success professionals
  • Meet or exceed Net Retention targets at an individual and team level
  • 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, and Professional Services to deliver a consistent customer journey
  • 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

Requirements:

  • Strong leadership, business development, organization, team building, and management 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)

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.



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