Senior Customer Success Manager

• Lead the onboarding of enterprise-level customers, ensuring seamless adoption and clear articulation of value from the outset
• Design and execute a comprehensive customer engagement strategy that drives satisfaction, value realisation, and long-term success
• Act as a Smartsheet expert and trusted advisor, helping customers overcome challenges and achieve tangible business outcomes through improved project and work management
• Conduct regular Business Reviews that reinforce delivered value, resolve issues (in collaboration with Technical Support), and identify opportunities for deeper product usage
• Develop scalable tools, frameworks, and best practices that help customers maximise the business value derived from Smartsheet
• Analyse usage data to uncover trends and insights, providing strategic guidance that enhances customer outcomes and satisfaction
• Serve as the primary point of contact for high-impact customer situations, ensuring swift resolution and preservation of customer value
• Collaborate with Sales and Professional Services to share customer insights and drive additional value through tailored product and service offerings
• Provide critical customer feedback to Product, Marketing, and Sales teams to guide innovation
• Consistently meet or exceed performance goals, including value metrics and renewal targets
• Perform other duties as required

• Proven account management experience in mid- to late-stage SaaS environments, with a strong focus on delivering and communicating customer value and the business outcomes they drive
• 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 technical elements
• The ability to explain technical subjects to non-technical end-user personnel in large enterprises
• Willing to travel periodically based on customer and business need
• Legally eligible to work in the UK on an ongoing basis

Additional European language knowledge is a plus, but not required

• Employer-paid Private Medical and Dental, additional cost for family members
• Monthly contributions toward your pension
• Monthly stipend to support your work and productivity
• 25 days paid for Holiday + Bank Holidays + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account
• Teleworking options from any registered location in the UK (role specific)