Smartsheet
PrincipalCustomerSuccessManagerEnterprise(West/Central)
“Principal Customer Success Manager - Enterprise (West/Central) at Smartsheet. Skills: Customer Success, Account Management, Relationship building, Strategic planning. Manage diverse book of business. Focus on engagement, enablement, and adoption”
What You'll Achieve.
Meet or exceed all performance targets
Industry & Context.
Risk mitigation; Value realization; Expansion opportunities; Complex business problems
Willingness to travel periodically
What They're Looking For.
Must Have
10+ years Customer Success or Account Management experience, SaaS model experience, Operate with nearly full autonomy, Proven track record of leading cross-departmental initiatives, History of building successful relationships with VP and C-Level contacts, Experience maintaining outcome-based relationships with diverse customer account base, Deep Customer Success and Smartsheet subject matter expertise, Proven track record of mentoring peers
Nice to Have
Bachelor's degree in relevant field or equivalent experience, Up-to-date Smartsheet Certifications or ability to obtain within 6 months
What You'll Do.
Manage diverse book of business
Understand customer business model
Understand customer go-to-market strategy
Understand customer organizational structure
Create internal territory engagement plans
Create external joint customer enablement plans
Focus on tailored customer-specific strategy
Focus on proactive risk mitigation
Focus on value realization
Use data for insights
Provide guidance using data
Increase customer adoption
Identify opportunities for expansion
Partner with internal teams
Impact revenue positively
Coach customers on solutions
Develop customer solutions
Enhance customer solutions
Translate solutions into expansion opportunities
Support high-impact QBRs
Lead high-impact QBRs
Support high-impact EBRs
Lead high-impact EBRs
Showcase value in reviews
Review progress against goals
Align on future strategy
Serve as Core Platform SME
Serve as Premium Application SME
Master best practice strategies
Master enablement strategies
Drive customer product adoption
Serve as thought leader
Advise customers on industry best practices
Advise customers on solving business problems
Partner effectively with cross-functional teams
Develop relationships with cross-functional teams
Coordinate efforts with cross-functional teams
Present unified customer experience
Present cohesive customer experience
Present elite customer experience
Provide customer insight to internal teams
Inform innovation with customer insight
Inform improvement with customer insight
Meet performance targets
Exceed performance targets
Perform other duties as assigned
How You'll Work.
Team & Collaboration
Cross-functional teams; Sales; Training; Product; Professional Services; Product Management; Marketing; Sales
Communication Scope
Exceptional communication skills
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