Director of Customer Success, Scale (Remote Eligible) at… Smartsheet is looking for a technology focused, strategically driven Director of Customer Success Scale, responsible for the productivity, effectiveness, and scalability of our Customer Success efforts. You will lead our customer success scale motions to achieve a high level of customer satisfaction, expanded product usage, and strong net retention. You will report to Smartsheet’s Vice President of Customer Success and will be based at our headquarters in Bellevue WA. You will manage a team focused on a roadmap of initiatives to scale the Customer Success organization. You Will:Assess business critical processes and metrics; maintain, measure, and enhance operational dashboards, team and client performance across all CS functions to ensure processes are designed to drive high performance. Document and align the customer journey enabling the leadership team to help you and your team implement and execute programs. Analyze customer health and develop a deep understanding of evolving… value drivers in partnership with Analytics & Insights and Revenue Operations, with an eye on always improving the Client Experience. Work and influence cross-functionally with CS, Product, Marketing, Revenue Operations and Sales to report and align on priorities, including Voice of the Client programs (NPS, CSAT, CES surveys etc.) and tackle operational and strategic initiatives for our organization to drive the effectiveness and efficiency of our Customer Success team. Collaborate and influence with CS leadership by driving cross-functional initiatives that deliver impactful results. Work to identify opportunities and design/implement solutions for process improvements, as well as improvements to tooling and analytics. Help lead and optimize the CS ecosystem of tools, processes and enablement by working closely with our systems team to scope business requirements with CS stakeholders and guide implementation of new tools and features. You Have:Passion for solving customer issues and making them successful. 8years of cross-functional, customer success management experience or similar adjacent areas of support, services, sales, or pre-sales in a SaaS company. Extensive experience with Customer Success technology:new deployments and optimization. Experience using Smartsheet in a professional environment as either a user or system administrator is preferred. Excellent communication skills; ability to deliver complex ideas to diverse audiences and partners Perks &Benefits:100% employer-paid medical, dental, and vision coverage for full-time employees Equity – Restricted Stock Units (RSUs) Equity 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!Salary Range:
$250K — $500K+Minimum QualificationSales Management & OperationsEstimated Salary: $20 to $28 per hour based on qualifications Smartsheet is looking for a technology focused, strategically driven Director of Customer Success Scale, responsible for the productivity, effectiveness, and scalability of our Customer Success efforts. You will lead our customer success scale motions to achieve a high level of customer satisfaction, expanded product usage, and strong net retention. You will report to Smartsheet’s Vice President of Customer Success and will be based at our headquarters in Bellevue WA. You will manage a team focused on a roadmap of initiatives to scale the Customer Success organization. You Will:Assess business critical processes and metrics; maintain, measure, and enhance operational dashboards, team and client performance across all CS functions to ensure processes are designed to drive high performance. Document and align the customer journey enabling the leadership team to help you and your team implement and execute programs. Analyze customer health and develop a deep understanding of evolving… value drivers in partnership with Analytics & Insights and Revenue Operations, with an eye on always improving the Client Experience. Work and influence cross-functionally with CS, Product, Marketing, Revenue Operations and Sales to report and align on priorities, including Voice of the Client programs (NPS, CSAT, CES surveys etc.) and tackle operational and strategic initiatives for our organization to drive the effectiveness and efficiency of our Customer Success team. Collaborate and influence with CS leadership by driving cross-functional initiatives that deliver impactful results. Work to identify opportunities and design/implement solutions for process improvements, as well as improvements to tooling and analytics. Help lead and optimize the CS ecosystem of tools, processes and enablement by working closely with our systems team to scope business requirements with CS stakeholders and guide implementation of new tools and features. You Have:Passion for solving customer issues and making them successful. 8years of cross-functional, customer success management experience or similar adjacent areas of support, services, sales, or pre-sales in a SaaS company. Extensive experience with Customer Success technology:new deployments and optimization. Experience using Smartsheet in a professional environment as either a user or system administrator is preferred. Excellent communication skills; ability to deliver complex ideas to diverse audiences and partners Perks &Benefits:100% employer-paid medical, dental, and vision coverage for full-time employees Equity – Restricted Stock Units (RSUs) Equity 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!Salary Range:$250K — $500K+Minimum QualificationSales Management & OperationsEstimated Salary: $20 to $28 per hour based on qualifications Smartsheet is looking for a technology focused, strategically driven Director of Customer Success Scale, responsible for the productivity, effectiveness, and scalability of our Customer Success efforts. You will lead our customer success scale motions to achieve a high level of customer satisfaction, expanded product usage, and strong net retention. You will report to Smartsheet’s Vice President of Customer Success and will be based at our headquarters in Bellevue WA. You will manage a team focused on a roadmap of initiatives to scale the Customer Success organization. You Will: Assess business critical processes and metrics; maintain, measure, and enhance operational dashboards, team and client performance across all CS functions to ensure processes are designed to drive high performance. Document and align the customer journey enabling the leadership team to help you and your team implement and execute programs. Analyze customer health and develop a deep understanding of evolving… value drivers in partnership with Analytics & Insights and Revenue Operations, with an eye on always improving the Client Experience. Work and influence cross-functionally with CS, Product, Marketing, Revenue Operations and Sales to report and align on priorities, including Voice of the Client programs (NPS, CSAT, CES surveys etc.) and tackle operational and strategic initiatives for our organization to drive the effectiveness and efficiency of our Customer Success team. Collaborate and influence with CS leadership by driving cross-functional initiatives that deliver impactful results. Work to identify opportunities and design/implement solutions for process improvements, as well as improvements to tooling and analytics. Help lead and optimize the CS ecosystem of tools, processes and enablement by working closely with our systems team to scope business requirements with CS stakeholders and guide implementation of new tools and features. You Have: Passion for solving customer issues and making them successful. 8 years of cross-functional, customer success management experience or similar adjacent areas of support, services, sales, or pre-sales in a SaaS company. Extensive experience with Customer Success technology: new deployments and optimization. Experience using Smartsheet in a professional environment as either a user or system administrator is preferred. Excellent communication skills; ability to deliver complex ideas to diverse audiences and partners Perks & Benefits: 100% employer-paid medical, dental, and vision coverage for full-time employees Equity – Restricted Stock Units (RSUs) Equity 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! Salary Range: $250K — $500K+ Minimum Qualification Sales Management & OperationsEstimated Salary: $20 to $28 per hour based on qualifications Company information Smartsheet (NYSE: SMAR) is the enterprise platform for modern work management. By aligning people and technology so organizations can move faster and drive innovation, Smartsheet enables its millions of users to achieve more. Visit to learn more.Backed by enterprise-grade security, Smartsheet is used by more than 75% of the companies in the Fortune 500 to implement, manage, and automate processes across a broad array of departments and use cases. Software, Information Technology, Enterprise Software, Financial Services, Construction, Technology, Software Development, Cloud Computing, Data Analysis, Computer Software Company Specialties: productivity, collaboration, achievement, innovation, effectiveness, security, work management, reporting, automation, scale, collaborative work management, and project management #J-18808-Ljbffr
Cross-functional teams Customer Satisfaction (CSAT) scale Customer Journey Mapping (CJM) nps Customer success Process improvement Analytics Business Requirements Document (BRD) scalability tooling