Sr. Customer Success Manager – Enterprise (West)

Remote from: USA
Salary, yearly, USD: 112,500 - 142,500
Department: Customer Success
Employment type: Full Time,
Job posted: 26 Jul 2026
Apply before: 26 Aug 2026
Experience level: Senior
Views / Applies: 21 / 2

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 in the Western US. The role involves driving customer adoption, retention, and growth through onboarding, regular success reviews, and strategic guidance. The ideal candidate has 3+ years of SaaS account management experience and excels at building relationships with non-technical stakeholders. This remote position offers a competitive salary and benefits, with a focus on helping customers realize value from Smartsheet's platform. The role is collaborative, requiring close work with Sales, Training, and Product teams.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires 3+ years of experience and managing complex enterprise accounts, but is not an entry-level position, placing it at a moderate difficulty level.

Salary Analysis

AI Insight The offered salary range of $112,500 to $142,500 is competitive for a Senior Customer Success Manager role in the Western US. The midpoint of $127,500 aligns well with market benchmarks, which typically range from $90,000 to $160,000 depending on geographic and company factors.

Core Skills Required

Customer Success Account Management SaaS Enterprise Accounts Customer Retention Onboarding Data Analysis Cross-functional Collaboration Technical Communication Strategic Planning

Cover Letter Sample

I am excited to apply for the Sr. Customer Success Manager - Enterprise (West) position at Smartsheet. With over 5 years of experience in SaaS customer success, I have successfully managed large enterprise accounts, driving adoption and retention through strategic engagement and best practices.

At my previous role, I consistently exceeded renewal targets by implementing personalized success plans and fostering strong relationships with key stakeholders. I am particularly drawn to Smartsheet's innovative approach to combining human teams with AI agents, and I am eager to help customers achieve transformative results.

My technical expertise allows me to bridge the gap between complex product capabilities and business outcomes, ensuring customers realize maximum value. I thrive in collaborative environments and am comfortable working cross-functionally with sales, product, and support teams.

I am confident that my background in enterprise account management and my passion for customer success align perfectly with this role. I look forward to the opportunity to contribute to Smartsheet's growth and customer satisfaction.

Sample Interview Questions

Can you describe your approach to onboarding a new enterprise customer and ensuring they see value quickly?

I start by understanding their business goals and key success metrics. Then, I create a tailored onboarding plan with milestones, training sessions, and regular check-ins to address challenges. I also identify internal champions and provide them with resources to drive adoption across their teams.

How do you handle a situation where a customer is at risk of churning?

I proactively monitor usage data and engagement indicators. If I see a decline, I schedule a call to understand their pain points and realign on value. I might offer additional training, introduce new features, or loop in support to resolve issues. I also work with sales to explore expansion opportunities if needed.

Describe a time you successfully expanded an account by identifying new opportunities.

In my previous role, I noticed a customer was only using basic features. I conducted a business review and demonstrated how advanced automation could save them time. This led to a pilot in another department, which eventually expanded to a company-wide rollout, increasing their contract value by 30%.

How do you prioritize your tasks when managing multiple enterprise accounts?

I use a combination of data-driven insights and customer segmentation. I categorize accounts based on health scores (e.g., risk of churn, growth potential) and allocate time accordingly. I also set aside weekly blocks for proactive outreach and strategic planning, ensuring urgent issues are addressed promptly.

Can you give an example of how you've used data to improve customer success outcomes?

I once analyzed product usage data and found that customers who attended a specific training webinar had a 20% higher retention rate. I then created a targeted campaign to invite at-risk customers to the webinar, resulting in a 15% reduction in churn for that quarter.

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 the Western US 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, India, and Singapore. 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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