Customer Success Manager II, Commercial – East

Smartsheet

Customer Success Manager managing large commercial accounts for Smartsheet. Ensuring customer satisfaction, engagement, and account growth as a trusted advisor.

Posted 6/1/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $85,000 - $115,000 per yearWebsite

About the role

Key responsibilities & impact

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
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 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, 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

Requirements

What you’ll need

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
Authorization to work in the U.S. for any employer on an ongoing basis

Benefits

Comp & perks

Employer subsidized medical/vision and dental coverage for full-time employees
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Sick Time Off
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

account managementcustomer successproject managementcustomer engagementtechnical supporttask managementSaaSdata analysisvalue realizationusage pattern analysis

Soft Skills

communicationproblem-solvingcustomer relationship managementcollaborationadaptabilityinsight generationstrategic thinkingcustomer advocacyteamworkperformance-driven