Smartsheet Hiring for Customer Success Associate (Remote Eligible) at Las Vegas, Nevada Full Time

Customer Success Associate (Remote Eligible)

Customer Success Associate

Smartsheet is looking for a Customer Success Associate to join our global scale team to partner with customers to help create a high level of customer satisfaction, successful product use, and customer retention. You will be a member of a team of Customer Success professionals supporting a shared portfolio of customers at scale working collaboratively to understand customer success criteria, address questions, resolve issues and over time serve as a trusted Smartsheet advisor. For you, this is a career-defining opportunity to join us at an essential moment and have a significant impact. You have experience with Software as a Service (SaaS) account management, maintaining high customer renewal rates as a result of ongoing customer engagement, and technical leadership.

This important role is part of the Customer Success team and is based at Smartsheet’s headquarters in Bellevue, WA.

You Will:

• Accomplish a comprehensive engagement and communications strategy that maintains high customer satisfaction

• Be the Smartsheet expert providing guidance and addressing challenges on work/ project management and collaboration to customers

• 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

• Develop processes and best practices to ensure customers are realizing the greatest possible value from Smartsheet

• Use usage patterns to gain insights, provide guidance and increase customer satisfaction

• Be the primary interface to manage and resolve any essential situations

• Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities

• Provide expert customer insight to product management, marketing and sales on what innovation and improvement in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale

• Exceed all performance targets, including maintaining high unit renewal rates

• Accomplish other tasks as assigned

You Have:

• Account management experience, for mid to later stage SaaS software,

• Bachelor’s degree in a relevant field is preferred

• Experience maintaining valuable and outcome-based relationships with a diverse customer account base

• Outstanding task management skills across a varied set of responsibilities

• Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet’s benefits, use cases, and business and technical elements

• Build trust by understanding and addressing customer requirements

• The ability to explain technical subjects to non-technical end-user personnel

• Willing to travel periodically based on customer and business need

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 to help you save for your future

• Monthly stipend to support your work and productivity

• 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 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!

OurCandidate Privacy Notice (https://www.smartsheet.com/legal/privacy-candidate) describes how Smartsheet may process your personal data, including the use of a third party provider for application submissions.

Department

Customer Success

Job Location

Las Vegas, NV, USA