Sr. Customer Success Manager - Enterprise (East)

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it's what we show up for every day.

Smartsheet is looking for a Sr. Customer Success Manager to manage a set of large enterprise accounts and improve customer satisfaction, application engagement, customer retention, and growth. You will be the primary 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 for Software as a Service (SaaS) account management and maintaining high customer renewal rates because of ongoing customer engagement and technical leadership.

You will report to a Sr. Manager of Customer Success and may work remotely from the Eastern US territory.

You Will:

Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle

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

Be the Smartsheet expert providing guidance to allow customers to create 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 Smartsheet use throughout the account

Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet

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

Be the primary interface to manage and resolve critical situations

Work with the Sales, Training and Professional Services teams to identify new opportunities to customer use of Smartsheet

Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities

Exceed all performance targets, including maintaining high retention and growth rates

Accomplish other tasks as assigned

You Have:

3+ years of Customer Success or Account Management experience (or equivalent)

The ability to explain technical subjects to non-technical personnel in large enterprises

Good at building credibility and trust with customers and internal stakeholders by understanding their requirements

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

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

Bachelor's degree in relevant field, or equivalent experience

Willing to travel based on customer and business need

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You'll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths - because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you're doing work that stretches you, excites you, and connects you to something bigger, that's magic at work. Let's build what's next, together.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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