Smartsheet

Smartsheet

Principal Customer Success Manager - Enterprise Global (West)

Bellevue, WA, USA · Principal · Full-time

Sponsorship not specified$135k-$173kDetected 25 days ago
Project ManagementAccount ManagementCustomer SuccessLeadershipCommunicationMentoring

About the role

  • That is magic at work, and it's what we show up for every day.
  • For the right candidate, this is a career-defining opportunity to join the market leader in Collaborative Work Management (CWM) and help influence the future of Customer Success as a vocation.

Responsibilities

  • Manage a diverse book of business at scale, with a focus and engagement, enablement and adoption.
  • Create and execute internal territory engagement plans and/or external joint customer enablement plans that focus on tailored, customer-specific strategy, proactive risk mitigation, value realization and expansion.
  • Lead or influence renewals, partnering with internal teams to form a cohesive approach to mitigate churn and support expansion.
  • Support and/or lead high-impact Quarterly Business Reviews (QBRs) and/or Executive Business Reviews (EBRs) to showcase value, review progress against goals, and align on future strategy.
  • Serve as a Core Platform and Premium Application Subject Matter Expert (SME), mastering best practice and enablement strategies to drive customer product adoption.
  • Effectively partner with cross-functional teams (e.g. Sales, Training, Product, Professional Services, etc.) by developing strong relationships and coordinating efforts to present a unified, cohesive and elite customer experience.
  • Perform other duties as assigned.
  • Let's build what's next, together.
  • Personal paid Volunteer Day to support our community

Requirements

  • The role requires extensive experience in SaaS Customer Success, strong business acumen and exceptional communication skills.

Nice to have

  • 10+ years of Customer Success or Account Management experience, preferably with SaaS model.
  • A Bachelor's degree in a relevant field or equivalent experience is preferred.
  • The ability to operate with nearly full autonomy and very limited oversight.
  • A proven track record of leading cross-departmental initiatives and delivering outcomes.
  • Experience maintaining outcome-based relationships with a diverse customer account base.
  • Deep Customer Success and Smartsheet subject matter expertise.
  • A proven track record of mentoring peers.
  • Willingness to travel periodically based on customer and business need.

Compensation

  • US employees receive 12 paid holidays per year
  • Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from.
  • US Base Salary Pay Range
  • $135,000 - $172,500 USD

Benefits

  • Employer subsidized medical/vision and dental coverage for full-time employees
  • Monthly stipend to support your work and productivity
  • Flexible Time Away Program, plus Sick Time Off
  • US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
  • Up to 24 weeks of Parental Leave
  • Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
  • Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location.

Company info

  • Positively impact revenue via early risk identification and mitigation strategies while also coaching customers to develop or enhance solutions that translate into expansion opportunities.
  • Serve as a thought leader, advising customers on industry best practices and how to solve complex business problems with the platform.
  • We welcome diverse perspectives and nontraditional paths-because we know that impact comes from individuals who care deeply and challenge thoughtfully.

Equal opportunity

  • Employer:
  • Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
  • If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
  • #LI-Remote
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This listing is sourced directly from Smartsheet's careers page and normalized into a canonical job model.