Director of Customer Success, Strategic Accounts

Smartsheet is looking for a seasoned leader to help expand and lead our West Coast Strategic Accounts Customer Success team. The right candidate is passionate about helping enterprise customers realize value from Smartsheet, growing and developing team members, and delivering strong business results.

As Director of Customer Success, Strategic Accounts, you will partner closely with other Smartsheet leaders across Customer Success, Sales, Support, Professional Services, Marketing and Product to drive strong usage, retention, and growth.  

This is a remote position based in California and will report to the Vice President of Customer Success.

You Will: 

  • Lead our West Coast Strategic Customer Success team, creating and executing a cohesive strategy with tangible goals, consistent performance, and tracking of key metrics to drive retention and expansion
  • Drive programs and services that grow usage, satisfaction, customer health, renewal/expansion, and likelihood to recommend Smartsheet
  • Hire, coach and develop in office and remote individuals to be strong CS leaders of their business
  • Engage with team members to build and execute on their career and personal development plans
  • Foster a collaborative, supportive and effective culture within the team and with internal partners
  • Team with Sales, Marketing, Support and Professional Services to guide customers on their Smartsheet journey and help them maximize their investment
  • Build programs and initiatives to drive continuous improvement and scale
  • Represent the voice of enterprise customers to Product and Engineering teams to drive enhancements and new capabilities
  • Manage budget to deliver high ROI
  • Provide thought leadership as we evolve our Customer Success vision.  Help turn this vision into executable programs and processes for CSMs to deliver to our customers
  • Meet or exceed performance goals
  • Accomplish other duties as assigned

You Have: 

  • 8+ years of management experience in Customer Success, Account Management, Professional Services, or related disciplines for a global B2B tech, SaaS or enterprise software business
  • Customer facing experience with large, enterprise customers and international accounts
  • Experience establishing and growing relationships with all levels within enterprise organizations; influential individuals, managers, S-level, and C-suite
  • Strong leadership, business development, and communication (verbal, written and presentation) skills
  • Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans
  • Experience with change management and business optimization improvement initiatives 
  • Proven ability to collaborate with senior leaders across an organization to deliver results
  • Experience driving both low-touch and high-touch customer engagement activities to success, including management of customer issues and escalations
  • Demonstrated ability to design and implement processes
  • Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet’s benefits, use cases, and business and technical elements
  • Proven ability to succeed in a fast-paced, dynamic and high growth technology environment
  • Willing to travel based on customer and business needs 
  • Bachelor’s degree required in an appropriate field of study
  • Smartsheet product knowledge - Smartsheet certification is a plus

Perks & Benefits:

  • 100% employer-paid medical, dental, and vision coverage for full-time employees
  • Equity - Restricted Stock Units (RSUs) Equity with all offers
  • Lucrative Employee Stock Purchase Program (15% discount)
  • 401k Match (50% up to 6%, effective May 1st) to help you save for your future
  • Monthly stipend towards your commute to work
  • 15 days PTO to start, plus Flexible 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 Audible for Business and LinkedIn Learning online courses
  • Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account

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, and Australia. 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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