For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday.

Smartsheet is looking for a Customer Success Manager to manage a set of large commercial accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. You will be the primary contact for important customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted Smartsheet advisor. For you, this is a career-defining opportunity to join us at an essential moment and have a significant impact. You have experience with Software as a Service (SaaS) account management, maintaining high customer renewal rates as a result of ongoing customer engagement and technical leadership.

This important role will report to a Sr. Manager of Customer Success - Commercial. Ideal candidates may work remotely from the East Coast.

You Will:

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

You Have:

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

Current US Perks & Benefits:

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)

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity.

US Base Salary Pay Range

$85,000—$115,000 USD

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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Customer Success Manager II, Commercial (East)

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