Customer Success Strategist

hace 10 horas


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

At Smartsheet, we are seeking a skilled Customer Success Strategist to join our team. In this role, you will be responsible for managing a set of assigned accounts to promote high customer satisfaction, successful product use, and customer retention.

You will serve as the primary contact for important customers, understanding their success criteria, addressing questions, resolving issues, and serving as a trusted advisor over time. This is a career-defining opportunity to make a significant impact in your career.

We are looking for an experienced individual with a strong background in SaaS account management, maintaining high customer renewal rates through ongoing engagement and technical leadership. You should have experience with software as a service (SaaS) account management, ensuring adoption and ongoing engagement throughout the customer's lifetime.

The ideal candidate will possess excellent task management skills across a varied set of responsibilities, a passion for working with leading-edge web-based technologies, and a strong command of the English language both orally and in writing (C1+ and above). You will also be willing to travel periodically based on customer and business needs.

This strategic role will report to a Manager of Customer Success and is based in San José, Costa Rica. We offer flexible teleworking options from any registered location in Costa Rica.

About the Role
  • Perform initial onboarding of accounts with enterprise-level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime.
  • Implement a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction.
  • Be the Smartsheet expert, providing guidance and addressing challenges on work/project management and collaboration to customers.
  • Understand customer needs and address concerns.
  • Lead periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account.

In addition to these responsibilities, the ideal candidate will have a strong focus on delivering exceptional customer outcomes and developing tools and best practices to ensure customers realize the greatest possible value from Smartsheet.

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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