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Customer Success Manager II, Federal Government Strategic Accounts (Remote Eligible)
Smartsheet is looking for a proven Customer Success Manager (CSM) to manage a set of strategic accounts in our Federal Government segment. This important role would drive customer satisfaction, application engagement, customer retention, and growth. You have outstanding communication skills and will be the primary point of contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Smartsheet. You have a track record with Software as a Service (SaaS) account management and maintaining high customer renewal rates because of ongoing customer engagement and technical leadership.
This is a career-defining opportunity to join us at a critical moment as we continue to build our Federal Government business. Smartsheet GOV is the only work execution platform listed in the FedRAMP marketplace.
You will report to a Senior Manager, Customer Success - Large Enterprise and may work remotely from the East Coast. This vital role is part of our Strategic Accounts Customer Success Team and you would be working with Federal government and public sector accounts.
Responsibilities:
- Drive onboarding of accounts with enterprise-level customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifecycle
- Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
- Serve as the Smartsheet subject matter expert (SME) providing guidance to enable customers to drive impact and increase collaboration across their organization and with external parties
- Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account
- Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet
- Assess usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction
- Serve as the primary interface to manage and resolve critical situations
- Work closely with the Sales, Training and Professional Services teams identify new opportunities to expand customer use of Smartsheet
- Provide expert customer insight to Product Management, Marketing and Sales on what innovation and continuous improvement is needed
- Exceed all performance targets, including maintaining high retention and growth rates
- Accomplish other tasks as assigned.
Requirements:
- 3+ years of experience as a Customer Success Manager or Account Manager, working with Federal Government customers at a SaaS company
- Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical personnel in large enterprises
- Ability to build credibility and trust by understanding customer requirements and addressing needs
- Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
- Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet’s benefits, use cases, and technical elements
- Outstanding multi-task management skills across a varied set of responsibilities
- Proven ability to succeed in a fast-paced, dynamic and high growth technology environment
- Demonstrated close attention to detail and ability to navigate and comply with complex contract deliverables is a plus.
- Willing to travel periodically based on customer and business needs
- Bachelor's degree in a relevant field, or equivalent experience
- Authorization to work in the U.S. for any employer on an ongoing basis
- Must be located on the East Coast
- Authorization to work in the U.S. for any employer on an ongoing basis
Perks & Benefits:
- 100% employer-paid medical, dental, and vision coverage for full-time employees
- Equity - Restricted Stock Units (RSUs) with all offers
- Lucrative Employee Stock Purchase Program (15% discount)
- 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
- Monthly stipend to support your work and productivity
- Flexible Time Away Program, plus Incidental Sick Leave
- Up to 24 weeks of Parental Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development including access to LinkedIn Learning online courses
- Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
- Teleworking options from any registered location in the U.S.
- US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
- US employees receive 12 paid holidays per year
Smartsheet provides a reasonable range of compensation for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive bonus and RSU stock grant upon accepted offer. California & New York: $86,400 to $129,600 | All other US States: $80,000 to $120,000.
Equal Opportunity Employer:
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. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us!
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