Smartsheet is looking for a Customer Success Manager to manage a set of assigned accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. You will be the primary contact for important customers, 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 will report to a Manager of Customer Success and is based in San José, Costa Rica. This role has flexibility to work remotely, but will need to be able to come into the office as required for training and business needs.

You Will:

• 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
• Explain technical subjects to non-technical end-user personnel in large enterprises
• 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
• Develop tools and 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 important 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 and  usage velocity for our customers, many of which operate at massive scale
• Exceed all performance targets
• Perform other duties as assigned

You Have:

• Account management experience with mid to later stage SaaS software
• 3+ years of 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 technical elements 
• Willing to travel periodically based on customer and business need
• Strong command of English language both oral and written (B2+ and above)