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. For you, this is a career-defining opportunity to join us at an essential moment and have a significant impact. You will maintain high customer renewal rates as a result of ongoing customer engagement and technical leadership.This important role will report to a Manager of Customer Success and is based in San José, Costa Rica. This role has flexibility to work remotely, but will need to be able to come into the office as required for training and business needs. You Will:Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifetimeUnder supervision of management, implement a comprehensive engagement and communications strategy that proactively maintains high customer satisfactionBe the Smartsheet expert, providing guidance and addressing challenges on work/ project management and collaboration to customersExplain technical subjects to non-technical end-user personnelUnderstand customer needs and address concernsUnder guidance of management, perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the accountDevelop processes and and best practices to ensure customers are realizing the greatest possible value from SmartsheetUse usage patterns to gain insights, provide guidance and increase customer satisfactionBe the primary interface to manage and resolve important situationsWork with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunitiesProvide 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 for our customers, many of which operate at massive scaleExceed all performance targetsPerform other duties as assignedYou Have:Account management experience (required)0-2 years of experience maintaining valuable and outcome-based relationships with a diverse customer account baseOutstanding task management skills across a varied set of responsibilitiesPassion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elements Willing to travel periodically based on customer and business needStrong command of English language both oral and written (C1+ and above)Perks & Benefits:Fully paid Health & Life insurance for full-time employees and family membersEquity - Restricted Stock Units (RSUs) for eligible rolesMonthly stipend to support your work and productivityAsociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.12 days paid Vacation + Flexible Time Away Program20 weeks fully paid Maternity Leave12 weeks fully paid Paternity/Adoption LeavePersonal paid Volunteer Day to support our communityOpportunities for professional growth and development including access to LinkedIn Learning online coursesCompany Funded Perks including a counseling membership and your own personal Smartsheet accountTeleworking options from any registered location in Costa Rica (role specific) 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!
