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About the Role
">At Smartsheet, we are seeking a seasoned customer success professional to lead our Emerging Customer Success team. As a key member of our leadership team, you will be responsible for building and managing a high-performing team of customer success professionals.
">Your Key Responsibilities
">- Hire, develop, and manage a team of customer success professionals to drive business growth and retention.
- Collaborate with cross-functional teams, including Sales, Marketing, and Customer Excellence Global Shared Services, to execute on strategic initiatives and meet or exceed net retention targets.
- Develop and implement scalable customer success strategies to drive product adoption, customer engagement, and revenue growth.
- Partner with internal stakeholders to deliver a consistent customer journey that drives positive customer satisfaction, referrals, account retention, and growth.
- Analyze data to track performance, forecast retention, and create customer insights to inform strategic decisions.
- Drive operational excellence across the customer success team and accomplish other tasks as assigned.
About You
">We are looking for a strong leader with a proven track record in customer success, leadership development, and team management. You should have:
">- 2+ years of experience in a leadership capacity within a fast-paced, high-growth software company.
- 4+ years of customer success, account management, or technical account management experience, preferably within enterprise SaaS.
- Strong leadership, business development, organization, team building, and communication skills.
- Passion for mentoring and team growth, with a demonstrated ability to lead a customer success or account management team.
- Outstanding multi-task management skills across a varied set of responsibilities.
- A passion for working with leading-edge technologies and a desire to deeply understand Smartsheet's benefits, use cases, and business and technical elements.
What We Offer
">We offer a comprehensive benefits package, including fully paid health and life insurance, a monthly stipend, 12 days of paid vacation, flexible time away program, and opportunities for professional growth and development.
