Website Smartsheet
Intelligent Work Management with AI at its core
Senior Enterprise Customer Success Manager (Western U.S. Remote)
Smartsheet is hiring a Senior Enterprise Customer Success Manager to support a portfolio of enterprise customers across the Western United States. In this role, you will help customers successfully adopt the platform, strengthen long-term engagement, and maximize the value they receive throughout their lifecycle.
You will serve as the primary point of contact for assigned accounts, partnering with customers to understand their goals, recommend best practices, resolve challenges, and identify opportunities for broader platform adoption. This position reports to a Senior Manager of Customer Success and is remote within the Western U.S. territory.
Job Overview
This role focuses on customer success, account retention, and long-term relationship management for enterprise clients using Smartsheet’s SaaS platform. You will collaborate with cross-functional teams, provide strategic guidance, and use customer insights to improve adoption, satisfaction, and account growth.
Key Responsibilities
- Lead onboarding for enterprise customers and support successful product adoption.
- Develop customer engagement and communication strategies throughout the customer lifecycle.
- Provide product guidance, best practices, and solution recommendations.
- Conduct customer success reviews to measure satisfaction and address issues.
- Work with Technical Support to resolve customer challenges.
- Analyze product usage trends to increase adoption and customer success.
- Serve as the primary contact during critical customer situations.
- Partner with Sales, Training, and Professional Services to identify expansion opportunities.
- Share customer feedback with Product Management, Marketing, and Sales teams.
- Maintain strong customer retention and account growth performance.
- Complete additional responsibilities as assigned.
Required Qualifications
- 36+ months of Customer Success or Account Management experience, or equivalent.
- Ability to explain technical concepts to non-technical stakeholders within enterprise organizations.
- Experience building trusted relationships with customers and internal teams.
- Proven ability to manage outcome-focused customer relationships across a diverse account portfolio.
- Interest in modern web-based SaaS technologies and willingness to develop expertise in Smartsheet.
- Bachelor’s degree in a relevant field, or equivalent experience.
- Willingness to travel based on customer and business needs.
Compensation
Base salary ranges from $112,500 to $142,500 USD annually, depending on experience, skills, and location. This position is also eligible for a market-competitive incentive opportunity.
Benefits
- Employer-subsidized medical, dental, and vision coverage.
- 401(k) matching program.
- Monthly work and productivity stipend.
- Flexible paid time away and sick leave.
- Company-sponsored life insurance and disability coverage.
- 12 paid U.S. holidays annually.
- Up to 24 weeks of parental leave.
- Paid volunteer day.
- Professional development resources, including Udemy courses.
- Additional company-funded employee perks and teleworking options from registered U.S. locations, where applicable.
Work Arrangement
This is a remote position available within the Western United States territory. Travel may be required based on customer and business needs.
About the Opportunity
If you enjoy helping enterprise customers achieve measurable success while building lasting relationships in a SaaS environment, this remote opportunity offers the chance to influence customer outcomes, collaborate across teams, and contribute to long-term account growth.
Department: Customer Success
Location: Remote, Western United States
Job Apply Link: https://www.smartsheet.com/careers/position/7979493/sr.-customer-success-manager-enterprise-west