Strategic Customer Success Leader

hace 6 horas


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

Company Overview: Smartsheet is a leading provider of cloud-based work management and collaboration solutions. Our innovative platform helps organizations streamline processes, improve productivity, and achieve their goals.

About the Role:

We are seeking an experienced Strategic Customer Success Leader to join 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 who drive growth, retention, and customer satisfaction across our Emerging customer segment.

Key Responsibilities:

  • Hire, develop, and manage a team of Customer Success professionals who embody our company values and deliver exceptional results.
  • Develop and execute strategies to drive net retention targets at an individual and team level, leveraging data-driven insights and best practices.
  • Collaborate with cross-functional teams, including Sales, Marketing, and Customer Excellence Global Shared Services, to identify opportunities and drive growth initiatives.
  • Partner with Director of Customer Success in the US and Manager of Customer Success in Costa Rica to align on overall team vision and objectives.
  • Drive operational excellence across the Customer Success team, ensuring seamless execution and continuous improvement.

Requirements:

  • Strong leadership and team management skills, with a proven track record of building and developing high-performing teams.
  • 2+ years of experience in a leadership capacity, with a deep understanding of customer success principles and practices.
  • 4+ years of Customer Success, Account Management, or Technical Account Management experience, preferably within Enterprise SaaS.
  • Passion for mentoring and team growth, with a demonstrated ability to lead by example and inspire others.
  • Strong communication and interpersonal skills, with the ability to partner effectively with internal stakeholders and customers.

Benefits:

  • Fully paid Health & Life insurance for full-time employees and family members.
  • Monthly stipend to support your work and productivity.
  • 12 days paid Vacation + Flexible Time Away Program.
  • 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.

About Us:

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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