Sr. Customer Success Manager - Enterprise (East)

The Sr. Customer Success Manager focuses on building high-value, strategic relationships with large customers. The role requires extensive experience in SaaS Customer Success, strong business acumen and exceptional communication skills.

The Sr. Customer Success Manager is expected to provide thought leadership and mentorship, as well as lead and/or contribute to special programs and projects. 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 Manager of Customer Success and has flexibility to work remotely.

You Will:

• Act as a trusted advisor, partnering with customers to unlock the full potential of Smartsheet's platform from core workflows through to AI-powered capabilities that drive measurable business outcomes.
• Develop and maintain AI Adoption Roadmaps and Customer Success Plans that connect Smartsheet's AI features to each customer's strategic priorities and goals.
• Build and sustain trusted, multi-threaded relationships at the VP and C-Suite level, serving as a long-term strategic partner through high-impact QBRs and Executive Business Reviews.
• Navigate complex organizational structures to develop a robust stakeholder map, ensuring relationships are resilient to executive turnover and aligned to evolving business strategy.
• Partner with Sales to build Account Plans and Value Realization frameworks that drive renewal confidence, mitigate churn, and translate into expansion, upsell, and cross-sell opportunities.
• Use data to gain insights, increase customer adoption, and proactively identify and mitigate risk across your book of business — grounded in an understanding of each customer's business model, go-to-market strategy, and organizational structure.
• Create and execute territory engagement plans and joint customer enablement plans grounded in customer-specific data, with a focus on value realization and tailored strategy.
• Serve as a thought leader, advising customers on industry best practices and how to solve complex business problems using the Smartsheet platform.
• Provide customer insight to internal teams — Product, Marketing, and Sales — to inform innovation, roadmap prioritization, and go-to-market strategy.
• Manage a diverse book of business at scale, serving as a Core Platform and Premium Application SME to accelerate engagement, enablement, and adoption across the full Smartsheet platform.
• Effectively partner with cross-functional teams — Sales, Training, Product, Professional Services — to deliver a unified, cohesive, and elite customer experience.

You Have:

• 8+ years of enterprise Customer Success or Strategic Account Management experience, with a strong background in SaaS and multi-year transformational engagements.
• Strategic mindset that anticipates where the market, the customer, and the business are heading, connecting long-term trends to near-term account strategy before others see the need.
• Deeply attuned to the goals, pressures, and success metrics of the customer's business, treating their outcomes as the primary measure of success.
• Actively explores and applies emerging technologies — including AI — to evolve how value is delivered, problems are solved, and customer relationships are scaled.
• Operates with autonomy across the most complex and strategically critical accounts, trusted to represent the company's most senior voice without escalation.
• Proven ability to design and drive enterprise-wide, cross-functional initiatives that link platform adoption to measurable outcomes — retention, expansion, ROI, and multi-year value realization.
• Established C-suite relationships within large enterprise organizations, engaging as a peer and strategic advisor who influences roadmaps and investment decisions — not just maintaining contacts.
• Recognized subject matter authority in Customer Success strategy and the Smartsheet platform, with a perspective that shapes internal CS practices and product feedback loops.
• 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 and ability to travel regularly for executive briefings, QBRs, and strategic planning sessions commensurate with the seniority of accounts managed.