Smartsheet

Customer Success Associate – Remote Eligible

Smartsheet

full-time

Posted on:

Location Type: Hybrid

Location: San Jose • United States

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Tech Stack

Tableau

About the role

  • Be the Smartsheet expert, driving enablement, providing guidance, and resolving challenges for assigned customers to meet and exceed assigned targets
  • Perform initial onboarding of accounts with enterprise-level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime
  • Action, comprehensive engagement and communications strategy that proactively maintains high customer satisfaction.
  • Utilize Gainsight playbooks and CTAs to drive business and mitigate risk
  • Explain technical subjects to non-technical end-user personnel
  • Understand customer needs and address concerns
  • 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
  • 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
  • Active team player and self-starter, who can quickly adjust and prioritize in a fast-paced environment.
  • Exceed all performance targets
  • Perform other duties as assigned

Requirements

  • Account management experience (preferred)
  • 2 years of experience in Customer Success or Account Management with a strong preference for experience with SaaS software
  • 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
  • A strong sense of urgency and efficiency in completing work within set deadlines.
  • Experience working with Salesforce, Smartsheet, Gainsight, and Tableau.
  • Excellent communication and interpersonal skills, capable of engaging effectively with various stakeholders.
  • Willing to travel periodically based on customer and business needs
  • Strong command of English language both oral and written (C1+ and above)
Benefits
  • Fully paid Health & Life insurance for full-time employees and family members
  • Equity - Restricted Stock Units (RSUs) for eligible roles
  • Monthly stipend to support your work and productivity
  • Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
  • 12 days paid Vacation + 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 and your own personal Smartsheet account
  • Teleworking options from any registered location in Costa Rica (role specific)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
account managementcustomer successSaaS softwaretask managementcustomer satisfactiontechnical supportusage patterns analysisperformance targets
Soft Skills
communication skillsinterpersonal skillsteam playerself-starterurgencyefficiencyadaptabilityprioritization