Principal Customer Success Manager - Enterprise (West/Central)

Smartsheet is a company that has been empowering teams for over 20 years through its innovative work management solutions. They are seeking a Principal Customer Success Manager to build strategic relationships with large global customers and provide thought leadership in the Customer Success domain.

Responsibilities:

• Manage a diverse book of business at scale, with a focus and engagement, enablement and adoption
• Understand your customer’s business model, go to market strategy and organizational structure
• Create and execute internal territory engagement plans and/or external joint customer enablement plans that focus on tailored, customer-specific strategy, proactive risk mitigation, value realization and expansion
• Use data to gain insights, provide guidance, increase customer adoption and identify opportunities for expansion
• Lead or influence renewals, partnering with internal teams to form a cohesive approach to mitigate churn and support expansion
• Positively impact revenue via early risk identification and mitigation strategies while also coaching customers to develop or enhance solutions that translate into expansion opportunities
• Support and/or lead high-impact Quarterly Business Reviews (QBRs) and/or Executive Business Reviews (EBRs) to showcase value, review progress against goals, and align on future strategy
• Serve as a Core Platform and Premium Application Subject Matter Expert (SME), mastering best practice and enablement strategies to drive customer product adoption
• Serve as a thought leader, advising customers on industry best practices and how to solve complex business problems with the platform
• Effectively partner with cross-functional teams (e.g. Sales, Training, Product, Professional Services, etc.) by developing strong relationships and coordinating efforts to present a unified, cohesive and elite customer experience
• Provide customer insight to internal teams like Product Management, Marketing, and Sales to inform innovation and improvement
• Meet or exceed all performance targets
• Perform other duties as assigned

Requirements:

• 10+ years of Customer Success or Account Management experience, preferably with SaaS model
• The ability to operate with nearly full autonomy and very limited oversight
• A proven track record of leading cross-departmental initiatives and delivering outcomes
• A history of building successful relationships with VP and C-Level contacts
• Experience maintaining outcome-based relationships with a diverse customer account base
• Deep Customer Success and Smartsheet subject matter expertise
• A proven track record of mentoring peers
• 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 to travel periodically based on customer and business need
• A Bachelor's degree in a relevant field or equivalent experience is preferred