Senior Director - Customer Success, Digital & Scale

18 hours ago

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Smartsheet

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Modern work management platform

productivity • collaboration • achievement • innovation • effectiveness

1001 - 5000

Description

• Provide strategic leadership for digital engagement strategy and execution • Manage a team of Customer Success Directors and Senior Managers • Collaborate with Smartsheet leaders across various departments • Lead technology and process development for digital strategy • Measure and prove impact of product changes on customer renewals

Requirements

• Bachelor's degree in business or equivalent discipline; MBA preferred • Experience leading teams to effectively land and expand a platform; Use case/solution development experience strong experience in the enterprise working with Global 2000, Fortune 500 and Fortune 50 customers • 15+ years experience of management experience in Customer Success, Account Management, Professional Services, or related disciplines for a global B2B tech, SaaS or enterprise software business • 15+ years experience driving teams, process and system roll-outs resulting in adoption. Success in helping organizations get the most value from Salesforce & Gainsight deployments • 15+ years experience as a people manager; successful leadership track record that includes leading and scaling globally dispersed customer-facing teams - experience at high-growth companies or scaling revenue is preferred • 10+ years of successfully leading a Customer Success organization or sales organization within the landscape of Services, Success & Sales team counterparts • Smartsheet product knowledge - Smartsheet certification is a plus • Additive customer facing executive leadership skills/experience, with the ability to pattern match across accounts to build cohorts and networks in an account/territory and as back-pressure to inform GTM • Excellent collaborative leadership, business development, communication (verbal, written and presentation) and interpersonal skills with an aptitude for building strong relationships and culture across all levels within enterprise organizations; influential individuals, managers, S-level, and C-suite • Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans • Experience with change management and business optimization improvement initiatives • Experience driving both low-touch and high-touch customer engagement activities to success, including management of customer issues and escalations • Demonstrated ability to design and implement processes • Proven ability to succeed in a fast-paced, dynamic and high growth technology environment • Required to travel based on customer and business needs likely up to 20% • Legal eligibility to work in the U.S on an ongoing basis

Benefits

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees • Equity - Restricted Stock Units (RSUs) for eligible roles • Lucrative Employee Stock Purchase Program (15% discount) • 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 Incidental Sick Leave • 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)