Customer Success Manager II, Brandfolder
Offer summary
Qualifications:
3+ years of experience in account management or Customer Success with SaaS software., Strong task management skills across diverse responsibilities., Passion for web-based technologies and understanding of Digital Asset Management (DAM)., Authorization to work in the U.S. for any employer on an ongoing basis..Key responsabilities:
- Manage a set of commercial accounts for Brandfolder's Digital Asset Management product.
- Collaborate with the account team to execute engagement activities and manage escalated situations.
- Deliver engagement programs to maintain high customer satisfaction and drive business outcomes.
- Analyze usage data to forecast risk and opportunities, presenting findings to customers.
Job description
Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.
Brandfolder by Smartsheet is looking for a Customer Success Manager to manage a set of commercial accounts for our Digital Asset Management (DAM) product, Brandfolder. This CSM will align with the greater account team on customer activities and engage with customers to drive meaningful business outcomes. For you, this is a career-defining opportunity to join us at an essential moment and have a significant impact. You have experience with Software as a Service (SaaS) Customer Success, maintaining high customer renewal rates as a result of ongoing customer engagement and technical thought leadership.
This important role will report to a Sr. Manager of Customer Success and may work remotely from the Western or Central United States.
You Will:
- Collaborate with the greater account team to execute engagement activities, manage escalated situations, analyze / report on risk or expansion opportunities, and manage contract renewal
- Work with customer post-onboarding to ensure adoption and ongoing engagement throughout the customer's lifetime
- Deliver engagement programs like business reviews and adoption reviews to maintain high customer satisfaction and drive business outcomes
- Become a Digital Asset Management (DAM) expert - provide a consultative approach with customers by listening to business needs and making best practice recommendations for their DAM
- Explain technical subjects to non-technical end-users
- Liaise with internal stakeholders (sales, support, product, legal, etc) to advocate for customer needs, expedite requests - be the voice of the customer
- Develop tools and and best practices to ensure customers are realizing the greatest possible value from Brandfolder by Smartsheet
- Analyze usage data to forecast risk and opportunities; present usage data to customer to help prove ROI and visualize impact
- Collaborate with greater account team (Account Management and territory CSM) to manage and resolve escalated scenarios and drive key activities as a united account team
- Exceed all performance targets, includes quarterly MBO’s, net revenue retention rates, and on time renewals
- Nurture Brandfolder by Smartsheet customer champions to move the the business forward with case studies, events, referrals, and more
- Negotiate and manage contract downgrades with business owners, decision-makers, IT groups, and / or procurement teams
- Provide status updates on risk and renewal forecasting through Salesforce and Gainsight
- Log meeting notes and key engagements in Gainsight
You Have:
- Account management or Customer Success experience with mid to later stage SaaS software
- 3+ years of experience maintaining valuable and outcome-based relationships with a diverse customer account base
- Outstanding task management skills across a varied set of responsibilities
- Passion for working with leading edge, web-based technologies and a desire to understand Brandfolder's benefits, use cases, and technical elements
- Experience working with or on a marketing or creative team is a nice-to-have and can help you accelerate in the role
- Experience with creative software tools in the marketing technology space is a nice-to-have and can help you accelerate in the role
- Willing to travel periodically based on customer and business need
- Authorization to work in the U.S. for any employer on an ongoing basis
Current US Perks & Benefits:
- HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options 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, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!
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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