About this role.
Smartsheet is seeking an Enterprise Customer Success Manager II to manage large Central and Eastern U.S. customer accounts, improving adoption, satisfaction, retention, and growth. The role owns customer onboarding, success planning, value realization, periodic reviews, and resolution of critical situations. It requires close partnership with sales, presales, training, professional services, support, product, and marketing teams. Candidates need at least three years of SaaS customer success or account management experience, strong enterprise relationship-building skills, and the ability to explain technical concepts to nontechnical audiences. This is a remote-eligible role with travel as business needs require and a base salary range of $85,000 to $115,000 plus incentive eligibility.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Team,
I am excited to apply for the Customer Success Manager II - Enterprise role at Smartsheet. With experience managing SaaS customer relationships, driving adoption, and translating technical capabilities into measurable business outcomes, I can help enterprise customers realize sustained value from the platform.
- Customer outcomes: I build success plans, lead business reviews, and use usage data to improve engagement, retention, and expansion.
- Cross-functional partnership: I collaborate effectively with sales, presales, services, support, and product teams to resolve issues and identify growth opportunities.
I would welcome the opportunity to bring a consultative, data-driven approach to Smartsheet's enterprise customers and contribute to its customer-first culture.
Sincerely,
Candidate Name
Sample interview questions
I start by aligning with the customer's business objectives, stakeholders, intended use cases, and measurable success criteria. I then create a documented success plan with adoption milestones, usage metrics, risks, and a regular review cadence, adjusting the plan as customer priorities evolve.
I combine quantitative signals such as active users, feature adoption, workflow activity, and support trends with qualitative feedback from stakeholders. This lets me identify adoption gaps, recommend relevant enablement, and connect platform usage to the customer's desired business outcomes.
I acknowledge the issue quickly, establish ownership, clarify business impact and urgency, and coordinate the appropriate internal teams. I maintain a clear communication cadence with the customer, document actions and decisions, and conduct a follow-up review after resolution to prevent recurrence and rebuild confidence.
I lead with value realization rather than a product pitch. By understanding the customer's current processes and strategic priorities, I can identify adjacent use cases, involve the account team when appropriate, and position expansion as a solution to a documented business need.
I prepare an executive-focused narrative that links agreed success metrics, outcomes achieved, risks, adoption trends, and forward-looking recommendations. The discussion should be concise, strategic, and action-oriented, with clear owners and next steps for both the customer and internal team.
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.
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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