Business Systems Manager, Customer Success - Digital and Scale

Smartsheet is looking for a Business Systems Manager, Customer Success - Digital and Scale. As part of the Digital and Scale Customer Success team, you will partner closely with the Customer Success Teams and Leaders, Business Intelligence Team, and Revenue Operations to optimize the customer journey, enhance digital engagement, and ensure our customers achieve maximum value from Smartsheet via Digital and Scaled Customer Success - by leveraging innovative tools to support, analyze and improve overall CS workflows. In this role, you will be responsible for owning and optimizing the systems, tools, and processes that support our Digital and Scale Customer Success programs and drawing insights from tools that enhance program analysis. You will work closely with cross-functional teams to ensure our systems are aligned with business objectives, drive our CSMs to be highly effective, and support the efficient delivery of customer value realization at scale.

This important role will report to the Sr. Director, Customer Success - Digital and Scale and can be based at one of our offices or remote.

You Will:

• Oversee the design, administration, usage, and evolution of Customer Success systems and tools within Digital and Scale (e.g., CS Platform, Analytics Tools, Omnichannel Campaign Tools, Customer Hub) as the business stakeholder as a key partner to the GTM Strategy and Ops team
• Have a deep understanding of CS objectives to identify opportunities for system enhancements and process improvements that will increase the efficiency and effectiveness of CSMs and CS workflows
• Collaborate with CS Ops, BI, and other departments on work prioritization, system upgrades, and new integrations
• Partner with Data Analysts to maintain dashboards and reports to track key performance indicators (KPIs) and metrics for the Customer Success team
• Support the Digital and Scale teams with tool key metric analysis such as utilization and customer impact for programs and campaigns
• Analyze data across multiple systems to identify trends, insights, and areas for improvement in how we work and use our tooling
• Identify gaps/areas for improvement within the tooling environment and support the evaluation and selection of new tooling
• Provide actionable recommendations based on data analysis to drive new customer success initiatives
• Evaluate and streamline Customer Success processes to enhance productivity and customer satisfaction
• Uncover new ways to extract value from tooling to meet customer success goals
• Implement best practices and standard operating procedures (SOPs) for system usage and data management
• Conduct regular audits to ensure data accuracy and system integrity
• Provide training and support to Customer Success team members on system usage and best practices for Digital and Scale programs
• Create and maintain documentation and training materials for systems and processes
• Serve as the primary point of contact for system-related inquiries and issues
• Work closely with Sales Ops, Marketing, Product, and BI teams to ensure alignment and integration of systems and processes
• Participate in cross-functional projects and initiatives to support business goals and customer success

You Have:

• 5+ years of experience in a business systems management role within a Customer Success or SaaS environment
• 5+ years experience articulating the value of robust systems on customer business outcomes and a desire to utilize your experiences to optimize CS workflows
• Bachelor's degree in Business, Information Systems, or experience in related field
• Strong knowledge of CS Management systems (e.g., Gainsight) and customer success platforms
• Experience with tools such as SQL, Excel (advanced), BI platforms (Tableau, PowerBI) and analytics tools
• Familiarity with complex data structures, APIs, and system integrations
• Proficiency in data analysis and reporting tools (e.g., Excel, Tableau, Power BI)
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Experience with process improvement methodologies is a plus
• Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet's benefits, use cases, and business and technical elements
• Bachelor's degree in a relevant field is preferred
• Strong presentation skills and the ability to communicate complex information broadly to an audience of varying skill levels
• Advanced analytical and problem-solving skills, with the ability to break down complex problems and identify actionable insights.
• Strong knowledge of data analysis techniques, including statistical analysis, forecasting, and trend identification