Customer Success Manager II – Enterprise (Central/East)

Remote from: USA
Salary, yearly, USD: 85,000 - 115,000
Department: Customer Success
Employment type: Full Time,
Job posted: 26 Jun 2026
Apply before: 26 Jul 2026
Experience level: Midweight
Views / Applies: 78 / 11

About company

About Smartsheet

Smartsheet is a platform for work management and automation solutions.

Computer Software
2005

Actively Hiring

AI Summary

Smartsheet is seeking a Customer Success Manager II to manage large enterprise accounts, focusing on customer satisfaction, retention, and growth. The role involves onboarding, enablement, and collaboration with sales and services teams to drive adoption. Ideal candidates have 3+ years of Customer Success or Account Management experience and can explain technical concepts to non-technical audiences. This remote position requires living in the Central or Eastern United States and offers a comprehensive benefits package.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight This role requires strong relationship management and technical communication skills, but the core responsibilities are standard for an experienced CSM, making it moderately challenging.

Salary Analysis

AI Insight The offered salary range of $85,000–$115,000 is competitive for an Enterprise Customer Success Manager role, aligning well with the market median of $100,000. This position provides solid compensation for experienced professionals in the SaaS industry.

Key Skills

Customer Success Account Management SaaS Enterprise Customer Retention Onboarding Cross-functional Collaboration Data-driven Strategy Technical Communication Adoption Optimization

Cover Letter Sample

I am excited to apply for the Customer Success Manager II position at Smartsheet. With over three years of experience in SaaS account management, I have a proven track record of driving customer adoption and retention in enterprise environments. I am skilled at building trusted relationships and translating technical product value into business outcomes. Smartsheet's mission to unite human teams with AI agents deeply resonates with my passion for leveraging technology to solve complex problems. I am confident that my background and skills make me a strong fit for this role.

Possible Interview Questions

Describe your approach to onboarding a new enterprise customer to ensure long-term adoption and success.

I start with a structured onboarding plan that includes a kickoff meeting to understand the customer's goals, followed by tailored training sessions and regular check-ins. I focus on quick wins to demonstrate value early and create a roadmap for deeper adoption tied to their key metrics.

How do you handle a situation where a key customer stakeholder is disengaged or unhappy?

I would first listen to understand their concerns without being defensive. Then, I'd identify the root cause and propose a concrete action plan to address it, often involving a joint review of their success criteria. I'd also involve other internal teams if needed to provide solutions.

Can you give an example of how you used data to drive customer engagement and reduce churn?

I monitored usage analytics to identify accounts with declining engagement. I then created a targeted re-engagement campaign with personalized tips and training sessions. This led to a 20% increase in active users and helped retain a large account at risk of churning.

How do you collaborate with sales and support teams to maximize customer satisfaction?

I hold regular alignment meetings with the account team to discuss customer health and opportunities. I share insights from my success reviews with the sales team for expansion, and escalate technical issues to support with context. This ensures a seamless customer experience.

What strategies do you use to stay current on product updates and communicate their value to customers?

I attend internal product releases demos, read release notes, and test new features. I then proactively curate relevant updates for each customer based on their use cases, often creating short video demos or quick tips to highlight how the updates can benefit them.

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day.

Smartsheet is looking for a Customer Success Manager to manage a set of large enterprise accounts and improve customer satisfaction, application engagement, customer retention, and growth. You will be the primary contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Smartsheet. You have a track record for Software as a Service (SaaS) account management and maintaining high customer renewal rates because of ongoing customer engagement and technical leadership.

You will report to a Manager of Customer Success and may work remotely. Due to the collaborative nature of this role with Account Teams (Sales, Presales, Services) ideal candidates live in the Central or Eastern United States.

You Will:

Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer’s lifecycle
Partner with a cross-functional account team to develop a territory plan that maximizes customer satisfaction, retention, and expansion
Develop and execute a data-driven enablement strategy that increases customer adoption, showcases product value, and strengthens customer relationships
Be the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties
Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account
Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet
Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction
Be the primary interface to manage and resolve critical situations
Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet
Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities
Exceed all performance targets, including maintaining high retention and growth rates
Perform other duties as assigned

You Have:

3+ years of Customer Success or Account Management experience (or equivalent)
The ability to explain technical subjects to non-technical personnel in large enterprises
Good at building credibility and trust with customers and internal stakeholders by understanding their requirements
Experience maintaining valuable and outcome-based relationships with a diverse customer account base
Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet’s benefits, use cases, and technical elements
Bachelor’s degree in relevant field, or equivalent experience
Willing to travel based on customer and business need
Authorization to work in the U.S. for any employer on an ongoing basis

Current US Perks & Benefits:

Employer subsidized medical/vision and dental coverage for full-time employees
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 Sick Time Off
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Up to 24 weeks of Parental Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to Udemy online courses
Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity.

US Base Salary Pay Range

$85,000—$115,000 USD

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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