Sr. Customer Success Manager – Enterprise (Central/East)

Remote from: USA
Salary, yearly, USD: 112,500 - 142,500
Department: Customer Success
Employment type: Full Time,
Job posted: 26 Jun 2026
Apply before: 26 Jul 2026
Experience level: Senior
Views / Applies: 131 / 45

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 Sr. Customer Success Manager to manage large enterprise accounts, focusing on customer satisfaction, retention, and growth. The role involves onboarding, strategic reviews, and collaboration with sales and product teams. Ideal candidates have 3+ years of SaaS account management experience and strong communication skills. This is a remote position based in the Central or Eastern US. The role is pivotal in ensuring customers realize maximum value from Smartsheet's platform.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight Senior role managing large enterprise accounts with technical complexity, requiring strategic thinking and relationship management.

Salary Analysis

AI Insight The offered salary of $127,500 is competitive and aligns well with the market range for a Senior Customer Success Manager in the enterprise sector. It reflects the seniority and responsibilities of the role.

Key Skills

Customer Success Account Management SaaS Enterprise Relationship Building Technical Communication Strategic Planning Retention Growth Smartsheet

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Sr. Customer Success Manager position at Smartsheet. With over 5 years of experience in SaaS account management and a proven track record of driving customer retention and growth, I am confident in my ability to excel in this role. My expertise in building strategic relationships and technical communication aligns perfectly with Smartsheet's focus on empowering teams and AI agents.

I look forward to the opportunity to contribute to Smartsheet's mission and help enterprise customers achieve their goals.

Sincerely,
Jane Doe

Possible Interview Questions

Can you describe your experience managing large enterprise accounts and ensuring high retention rates?

I have managed a portfolio of enterprise accounts in my previous role, where I focused on understanding their business goals, conducting quarterly business reviews, and proactively addressing risks. This approach resulted in 95% retention and 20% expansion in revenue.

How do you handle a situation where a customer is not seeing value from the product?

I would first listen to their concerns and analyze usage data to identify gaps. Then, I would schedule a targeted training session or introduce them to advanced features that align with their needs. I also involve internal experts if needed to demonstrate value.

Describe a time you collaborated with sales and product teams to drive growth.

In my last role, I identified an upsell opportunity for a customer and worked with the sales team to present a customized solution. I also provided feedback to product management on features that would benefit similar accounts, leading to a product enhancement.

How do you prioritize tasks when managing multiple high-stakes accounts?

I use a risk-based prioritization framework, where accounts with significant health issues or upcoming renewals get immediate attention. I also leverage CRM tools to track tasks and automate follow-ups, ensuring nothing falls through the cracks.

What strategies do you use to build trust and credibility with technical and non-technical stakeholders?

I adapt my communication style to the audience. For non-technical stakeholders, I focus on business outcomes and ROI. For technical users, I dive into product details and best practices. I also ensure follow-through on commitments to build reliability.

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 Sr. 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 Sr. Manager of Customer Success and may work remotely from either the Central or Eastern Territory.

You Will:

Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer’s lifecycle
Accomplish a comprehensive engagement and communications strategy that maintains high customer satisfaction
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
Accomplish other tasks 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

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

$112,500—$142,500 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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