Customer Success Associate

Smartsheet is looking for a Customer Success Associate to manage a set of assigned accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. You will be the primary contact for important customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted Smartsheet advisor. You will perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime. Under supervision of management, implement a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction. Being the Smartsheet expert, you will provide guidance and address challenges on work/ project management and collaboration to customers. You will understand customer needs and address concerns, 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. You'll develop processes and and best practices to ensure customers are realizing the greatest possible value from Smartsheet. You should use usage patterns to gain insights, provide guidance and increase customer satisfaction. Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities. Provide expert customer insight to product management, marketing and sales on what innovation and improvement in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption and usage velocity.