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Vice President, Customer Success

Company: Smartsheet Inc
Location: Bellevue
Posted on: February 25, 2021

Job Description:

Smartsheet is looking for a customer-obsessed Vice President of Customer Success responsible for the productivity, effectiveness, and scalability of our Customer Success teams and programs. You will lead our customer success strategy and execution to achieve a high level of customer satisfaction, expanded product usage, and strong net retention.-- You will report to Smartsheet's SVP of Success, Services & Support and will be based at our headquarters in Bellevue WA, with alternatives in Silicon Valley CA, or Boston MA. You will manage multiple Director-level and above roles and oversee Customer Success globally as we lead this program into its sixth year of evolution. You Will:

  • Oversee a comprehensive, end-to-end Customer Success program--
  • Lead our global Customer Success teams to promote customer enablement, customer satisfaction, and net retention
  • Partner with leaders across the organization to provide leadership and strategic direction across our Commercial and Strategic teams, and improve for the top of our customer coverage pyramid with a to be defined Key Account program for CS and Executive Sponsorship
  • Build upon our existing Customer Success foundation to improve our model and create efficiency and scale, with a focus to enhance our human driven approach with a tech-touch approach to better reach large accounts and manage the long tail of our lower tier accounts.
  • Partner internally to identify financial targets, provide ongoing performance forecasting, and to meet our retention and net retention targets with ownership of the loss and downgrade forecast for us on a monthly and quarterly basis including forecasting at the Board level.
  • Drive agreement across each of your teams and across the business as a whole to provide a unified customer experience (across services, support and product) while incubating Partner Success motions for our expanding channel.
  • Partner with team members across the organization, uniting and aligning across departments to promote growth and effectiveness in pursuit of net retention rate improvements.
  • Develop and present materials for leadership, customers, and other audiences
  • Develop and deploy success play tracking, success play scoring, play automation, and tech/scale variants
  • Promote and mature success motions around Customer Journey and assessing customer value to increase success renewals
  • Incubate and scale our new team of renewal management specialists to guide process discipline and improve customer experience for the extremes of our high-volume and high value renewals.
  • Continue our globalization, with interest in Japan, Germany, and France.
  • Promote a feedback loop, as well as, insights on prioritization to the Product and Development teams to represent the voice of the customer and the needs of the customer-facing teams You Have:
    • Bachelor's degree in Business or a related field, or equivalent experience
    • Experience leading teams > 100 individuals, across global segments, creating growth in hiring and career development
    • 10+ years of cross-functional, customer success leadership experience or similar adjacent areas of support, services, sales, or pre-sales
    • Experience in the SaaS marketplace and customer success, experience in how enterprise work is transforming is highly desirable--
    • Excellent communication skills ; ability to deliver complex ideas to diverse audiences and partners
    • 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
    • 15 days PTO to start, plus Flexible 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 Audible for Business and 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!-- At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members. Individuals seeking employment at Smartsheet are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category in the US, UK, and Australia.

      Below is a set of voluntary demographic questions. If you choose to complete them, your responses will be used in aggregate to help us identify areas for improvement in our programs. Your responses, or your choice to not respond, will not be considered in the hiring process. Any information that you provide will be recorded and maintained confidentially.

      For definitions of any of the following terms or to read more about your rights, please visit the EEOC website here .-- I identify my gender as:
      Male
      Female
      Non-binary (inclusive of bigender, agender, androgynous, gender fluid, or gender non-conforming)
      I prefer not to say
      I identify as transgender:
      No
      Yes
      I prefer not to say
      I identify my race / ethnicity as (select all that apply):
      Alaska Native / American Indian / Indigenous/Aboriginal / Native American
      Black / African-American / Black-British / Caribbean
      Hispanic / Latinx
      East Asian (Chinese / Hong-Kong / Japanese / Korean / Mongolian / Tibetan / Taiwanese)
      Middle Eastern / North African
      Native Hawaiian / Pacific Islander
      South Asian (Bangladeshi / Bhutanese / Indian / Nepali / Pakistani / Sri Lankan)
      Southeast Asian (Burmese / Cambodian / Filipino / Hmong / Indonesian / Laotian / Malaysian / Mien / Singaporean / Thai / Vietnamese)
      White / European
      I prefer not to say
      My veteran status is:
      Yes, I am a veteran
      No, I am not a veteran
      I prefer not to say
      My disability status is:
      Yes, I have a disability (or previously had a disability)
      No, I do not have a disability
      I prefer not to say

Keywords: Smartsheet Inc, Bellevue , Vice President, Customer Success, Executive , Bellevue, Washington

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