Senior Customer Success Director, Smartsheet
Digital & Scale
$182.5-238.8k
More information about location
Dynamic workspace platform for collaboration
Be an early applicant
Dynamic workspace platform for collaboration
1001+ employees
Be an early applicant
$182.5-238.8k
More information about location
1001+ employees
Company mission
to empower anyone to drive meaningful change — for themselves, their businesses, and the world.
Role
Who you are
- Bachelor's degree in business or equivalent discipline; MBA preferred
- Experience leading teams to effectively land and expand a platform; Use case/solution development experience strong experience in the enterprise working with Global 2000, Fortune 500 and Fortune 50 customers
- 15+ years experience of management experience in Customer Success, Account Management, Professional Services, or related disciplines for a global B2B tech, SaaS or enterprise software business
- 15+ years experience driving teams, process and system roll-outs resulting in adoption. Success in helping organizations get the most value from Salesforce & Gainsight deployments
- 15+ years experience as a people manager; successful leadership track record that includes leading and scaling globally dispersed customer-facing teams - experience at high-growth companies or scaling revenue is preferred
- 10+ years of successfully leading a Customer Success organization or sales organization within the landscape of Services, Success & Sales team counterparts
- Smartsheet product knowledge - Smartsheet certification is a plus
- Additive customer facing executive leadership skills/experience, with the ability to pattern match across accounts to build cohorts and networks in an account/territory and as back-pressure to inform GTM
- Excellent collaborative leadership, business development, communication (verbal, written and presentation) and interpersonal skills with an aptitude for building strong relationships and culture across all levels within enterprise organizations; influential individuals, managers, S-level, and C-suite
- Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans
- Experience with change management and business optimization improvement initiatives
- Experience driving both low-touch and high-touch customer engagement activities to success, including management of customer issues and escalations
- Demonstrated ability to design and implement processes
- Proven ability to succeed in a fast-paced, dynamic and high growth technology environment
What the job involves
- Smartsheet is looking for a leader to help expand and lead our Digital and Scale Customer Success teams
- This is an exciting new role that will lead digital transformation efforts in a rapidly growing SaaS environment
- We have a strong foundation of customers wanting to grow their use of Smartsheet and our opportunity is to continue to enhance the way in how we help them, by engaging more effectively & proactively through our digital channels
- We are looking to rapidly accelerate our digital efforts to drive adoption, realize value and ultimately lead our customer to expand
- This role reports directly to the VP of Customer Success
- You will be responsible for developing and implementing an end to end digital engagement strategy for customers as well as leading the teams tasked to execute this strategy as we make this important shift across the entire company
- Provide thought leadership as we evolve our Customer Success vision
- Maintain awareness of both the external and internal competitive landscape, opportunities for expansion, customers, markets, new industry developments and standards
- Improve the collaborative risk assessment process to identify and drive early, repeatable, scalable, and streamlined actions to address risk and drive healthy renewals digitally
- Manage a team of Customer Success Directors and Senior Managers, who in turn lead the Customer Success Scale and Digital teams
- Lead your team, through creating and executing a cohesive strategy with tangible goals, consistent performance, and tracking of key metrics to drive retention and expansion
- Collaborate with Smartsheet leaders across Customer Success, Sales, Support, Professional Services, Marketing and Product to drive strong usage, retention, and growth
- Partner with our support team as they continue to add to their offerings and explore ways in which we can leverage this as part of our evolution
- Propose innovative solutions to create a cohesive digital experience for the long tail. Deconstruct the silos of services, success and support
- Foster a collaborative, supportive and effective culture within the team and with internal partners
- Accelerate our digital strategy - leveraging technology first - scaling multiple channels and help our team, in partnership with our product team to create great content that incites customers to take action to be more successful on the Smartsheet platform
- Lead our scale book of business globally - leading the digital engine and employing it to maximize expansion and mitigate losses
- Meet or exceed your losses quota (Gross Revenue Retention) goals, manage budget to deliver high ROI & perform other duties as assigned
- Outcomes for this role are:
- Achieve a 50% increase in digital engagement within the first 12 months that helps customers adopt our technology and services
- In an 18 month time period it is expected that this team (together with the product team) will have 40% of Smartsheet's customers leveraging digital channels to receive value added support, advice, best practices, etc. It is also expected that 40% of all customers have the ability to successfully renew and expand digitally
- After 12 months this team will have in place the right process and tech stack that allows us to digitally advance for the next 3-5 years
- After 24 months the ability to measure and prove the impact product changes have on the health of renewals such as: stronger usage, faster onboarding, easier feature discovery, etc
Our take
With teams increasingly moving to remote work across many industries, companies have been reaching for tools to keep operations smooth and communications open. Founded in 2005, Smartsheet is a cloud-based work management platform helping a vast range of companies, from small businesses to large enterprises, plan, track, and report on work.
Like other team collaboration software companies Lucid and Atlassian, Smartsheet saw strong growth between 2020-2022, achieving almost 40% year on year revenue increases through 2022. If the company can continue this success, it stands to make real gains in a global team collaboration market expected to be worth about $20 billion by 2028.
Smartsheet has embedded itself across various industries, with deep integrations with applications from the likes of Salesforce, Atlassian, Google, and Microsoft, leading to it being the first work management sector Unicorn to reach $1 billion in recurring annual revenue in 2024. Whilst remaining broad in application, it is also expanding and upgrading its product offerings; this may prove crucial in further distinguishing itself from well-backed startups like Monday.com and Asana as they begin jostling for market space.
Steph
Company Specialist
Insights
Some candidates hear
back within 2 weeks
7% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2017
$58.2m
SERIES F
May 2014
$35m
SERIES E
Total funding: $125.6m
Company benefits
- 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 (role specific)
- 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
- 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
Company HQ
West Bellevue, Bellevue, WA
Articles
Leadership
Mark Mader
(President & CEO)Having studied at Dartmouth, Mark spent 2 years as a Greenwich Associates Research Associate before 10 years at Onyx Software. They then founded Smartsheet in 2005 as CEO.
Brent Frei
(Board Member)Brent worked at Motorola and Microsoft for 4 years before founding Onyx Software in 1994 and Smartsheet in 2005. They have been a Board Member since, alongside working as CEO of TerraClear.
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