Principal Customer Success Manager - Enterprise Global (West)

Smartsheet is seeking a Principal Customer Success Manager who will focus on building high-value, strategic relationships with large, global customers. The role requires extensive experience in SaaS Customer Success, strong business acumen and exceptional communication skills.  

The Principal Customer Success Manager is expected to provide thought leadership and mentorship, as well as lead and/or contribute to special programs and projects (minimum of 10% per working week).  For the right candidate, this is a career-defining opportunity to join the market leader in Collaborative Work Management (CWM) and help influence the future of Customer Success as a vocation.

This role reports to a Sr. Manager of Sr. Customer Success and has flexibility to work remotely from the West Coast.

You Will:

• Manage a diverse book of business at scale, with a focus and engagement, enablement and adoption.
• Understand your customer’s business model, go to market strategy and organizational structure.
• Create and execute internal territory engagement plans and/or external joint customer enablement plans that focus on tailored, customer-specific strategy, proactive risk mitigation, value realization and expansion.
• Use data to gain insights, provide guidance, increase customer adoption and identify opportunities for expansion.
• Lead or influence renewals, partnering with internal teams to form a cohesive approach to mitigate churn and support expansion.
• Positively impact revenue via early risk identification and mitigation strategies while also coaching customers to develop or enhance solutions that translate into expansion opportunities.
• Support and/or lead high-impact Quarterly Business Reviews (QBRs) and/or Executive Business Reviews (EBRs) to showcase value, review progress against goals, and align on future strategy.
• Serve as a Core Platform and Premium Application Subject Matter Expert (SME), mastering best practice and enablement strategies to drive customer product adoption.
• Serve as a thought leader, advising customers on industry best practices and how to solve complex business problems with the platform.
• Effectively partner with cross-functional teams (e.g. Sales, Training, Product, Professional Services, etc.) by developing strong relationships and coordinating efforts to present a unified, cohesive and elite customer experience.
• Provide customer insight to internal teams like Product Management, Marketing, and Sales to inform innovation and improvement.
• Meet or exceed all performance targets.
• Perform other duties as assigned.

You Have:

• 10+ years of Customer Success or Account Management experience, preferably with SaaS model.
• A Bachelor's degree in a relevant field or equivalent experience is preferred.
• The ability to operate with nearly full autonomy and very limited oversight.
• A proven track record of leading cross-departmental initiatives and delivering outcomes.
• A history of building successful relationships with VP and C-Level contacts.
• Experience maintaining outcome-based relationships with a diverse customer account base.
• Deep Customer Success and Smartsheet subject matter expertise.
• A proven track record of mentoring peers.
• Up-to-date Smartsheet Certifications (Core Product, System Administrator, Project Management, Control Center Lead, Control Center Blueprint Builder) or the ability to obtain within 6 months.
• Willingness to travel periodically based on customer and business need.