Senior Customer Success Manager – Enterprise

Smartsheet

Senior Customer Success Manager managing large enterprise accounts to improve customer satisfaction and engagement. This role involves guiding customers to realize value from Smartsheet solutions.

Posted 6/3/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $112,500 - $142,500 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 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 expand 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 expand 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

Requirements

What you’ll need

3+ years of Customer Success or Account Management experience (or equivalent)
State & Local Government (SLG) experience (preferred)
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

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

Customer SuccessAccount ManagementCustomer EngagementTechnical SupportBest Practices ImplementationData AnalysisUsage Pattern InsightsPerformance Target AchievementWeb-based TechnologiesSmartsheet Expertise

Soft Skills

CommunicationCredibility BuildingTrust BuildingProblem SolvingRelationship ManagementCollaborationCustomer Satisfaction FocusAdaptabilityStakeholder ManagementInnovation Insight