Smartsheet is looking for a proven Customer Success Manager to manage a set of large accounts in order to help drive a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted Smartsheet advisor. For the right candidate, this is a career-defining opportunity to join us at a critical moment and truly have a significant impact. The ideal candidate should have a proven track record of Software as a Service (SaaS) account management, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership, and outstanding communication skills.

　　This important role is part of our Customer Success team and is based at Smartsheet in Sydney, Australia. 

　　With a commitment to investing in the APJ region to better serve new and existing customers in Australia, New Zealand, Japan and the greater Asia Pacific geography, Smartsheet opened up its third international office in Sydney in January 2020. This is an opportunity to be a part of Smartsheet at this exciting time, working with an outstanding team to build and expand the Smartsheet brand across an established market.

　　You Will: 

　　Understand the customer’s business model, important initiatives, and organisational structure Build and execute a territory plan that results in meeting/exceeding performance targets Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer’s lifetime Establish a regular cadence of customer communication to guide them through their Smartsheet journey and ensure adoption Be the Smartsheet expert, providing guidance to customers that enables them to improve how they collaborate within their organisation and with external partners Analyse usage patterns to gain insights. Based on these insights, create and execute programs to increase user adoption. Partner closely with the Sales and Professional Services teams to build strategies and identify growth opportunities that provide high value to customers Engage existing users to understand how they are using Smartsheet to increase impact and create communities of advocates Be the escalation contact to manage critical situations You Have: 

　　Minimum of 3 years of Customer Success or Account Management experience working with enterprise customers, preferably with a SaaS software company Experience working with Asian based customers, including; Singapore, Malaysia, Hong Kong and the Philippines Experience working with Channel Partners is preferred Proven ability to engage with leaders in large-size companies Strong curiosity and the ability to establish symbiotic relationships Strong communication and presentation skills with the ability to explain technical subjects to non-technical users Outstanding cross-group collaboration and teaming skills Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet’s benefits, use cases, and business and technical elements Outstanding task management skills across a varied set of responsibilities

　　About Smartsheet

　　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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