Customer Success Manager, Federal Government Strategic Accounts (Remote Eligible)

Smartsheet is looking for a proven Customer Success Manager (CSM) to manage a set of strategic accounts in our Federal Government segment. This important role would drive customer satisfaction, application engagement, customer retention, and growth. You have outstanding communication skills and will be the primary point of contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Smartsheet. You have a track record with Software as a Service (SaaS) account management and maintaining high customer renewal rates because of ongoing customer engagement and technical leadership. This is a career-defining opportunity to join us at a critical moment as we continue to build our Federal Government business. Smartsheet GOV is the only work execution platform listed in the FedRAMP marketplace. You will report to a Senior Manager, Customer Success - Large Enterprise andmay work remotely from anywhere within the United States where Smartsheet is a registered employer. This vital role is part of our Strategic Accounts Customer Success Team and you would be working with Federal government and public sector accounts. Responsibilities:

• Drive onboarding of accounts with enterprise-level customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifecycle
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
• Serve as the Smartsheet subject matter expert (SME) providing guidance to enable customers to drive 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
• Assess usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction
• Serve as the primary interface to manage and resolve critical situations
• Work closely with the Sales, Training and Professional Services teams identify new opportunities to expand customer use of Smartsheet
• Provide expert customer insight to Product Management, Marketing and Sales on what innovation and continuous improvement is needed
• Exceed all performance targets, including maintaining high retention and growth rates
• Accomplish other tasks as assigned. Requirements:
• 3+ years of experience as a Customer Success Manager or Account Manager, preferably working with Federal Government customers at a SaaS software company
• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical personnel in large enterprises
• Ability to build credibility and trust by understanding customer requirements and addressing needs
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
• Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet’s benefits, use cases, and technical elements
• Outstanding multi-task management skills across a varied set of responsibilities
• Proven ability to succeed in a fast-paced, dynamic and high growth technology environment
• Demonstrated close attention to detail and ability to navigate and comply with complex contract deliverables is a plus.
• Willing to travel periodically based on customer and business needs
• Bachelor's degree in a relevant field, or equivalent experience
• Authorization to work in the U.S. for any employer on an ongoing basis Perks & Benefits:
• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) with all offers
• Lucrative Employee Stock Purchase Program (15% discount)
• 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 Incidental Sick Leave
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific) Equal Opportunity Employer: Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help en

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