Director, Customer Success Key Accounts (Field / Remote Eligible)

Smartsheet is looking for a leader to help build and operate our Key Accounts Customer Success team. The right candidate is passionate about creating great customer experiences, growing and developing team members, creating a vision and strategy to support their teams and delivering with a high level of success, leveraging cross-departmental collaboration.

As Director, Customer Success Key Accounts, you will oversee our Customer Success teams that support our key accounts. This person will work with their sales counterparts to determine the needs of our customers to make them successful and enable the continual rapid growth at Smartsheet. This is a critical role that will have exposure and influence at the executive level internally and externally. The right person will be responsible for net retention and executing success planning to grow and improve our business. This position can be based in a major US city and will report to the VP of Customer Success.

You Will:
• Lead our Key Accounts Customer Success organization, creating and executing a cohesive program strategy with tangible goals, consistent performance, and quality metrics.
• Understands, contribute and successfully translates mission, vision and values into actionable goals and objectives for the Customer Success organization.
• Hire, manage, develop and grow leaders and individuals on the Customer Success team which are empowered to own and grow our business.
• Responsible for enabling the coaching, mentoring and training needs of the Customer Success team, ensuring a strong focus on quality customer experience
• Maintain and enhance a strong, collaborative, effective and supportive culture within the team, amongst their peers and senior leadership.
• Partner with Marketing, Support, Professional Services, and Sales to drive GTM strategy.
• Experience working with an Enterprise book of business to create a consistent customer journey that drives positive customer satisfaction, referrals, and account growth.
• Work cross-functionally and cross-culturally to identify company goals, objectives and benchmarks for customer conversions and advocacy
• Assist with developing and implementing programs that provide undeniable business value to the customer which will ensure strong net retention, customer satisfaction and internal team satisfaction.
• Lead the team in annual and quarterly planning to achieve targets and Customer Success initiatives with a focus on customer impact and revenue growth.

You Have:
• 8+ years of management experience in Customer Success, Professional Services, or related disciplines for a global B2B tech, SaaS or enterprise software business.
• Experience using and or a strong desire to deeply understand Smartsheet’s benefits, use cases, and business and technical elements.
• Experience successfully working cross organizationally with senior leaders.
• Experience in growing teams in new markets, managing budgets and successfully scaling teams.
• Strong leadership, business development, organization, team building and management, communication (verbal, written and presentation), negotiation and interpersonal skills.
• Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans.
• Experience establishing and growing relationships with all levels within enterprise organizations; line managers, S-level, and C-suite.
• 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 be a leader, hands on “doer” and visionary
• Experience working and managing remote employees
• Willing to travel based on customer and business needs
• Bachelors (BA/BS) degree required

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 ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us!

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