Smartsheet – Senior Customer Success Manager – Tokyo, Japan

Job Description

Smartsheet is looking for an experienced Senior Customer Success Manager to manage a set of accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. You will be the primary contact for customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted Smartsheet advisor.  You have Software as a Service (SaaS) account management experience, and maintain high customer renewal rates as a result of ongoing customer engagement and technical leadership.

You will report to the Manager of Customer Success (based in Sydney) and will be based in Tokyo, Japan.

With a commitment to investing in the Japan region to better serve new and existing customers, Smartsheet has opened its newest international office in Japan in 2022. This is an exciting opportunity to be a part of Smartsheet as a founding member, working with an outstanding team to build and expand the Smartsheet brand across a new market.

You Will: 

• Perform initial onboarding of accounts with an enterprise level of customers, ensuring adoption and ongoing engagement throughout the customer’s lifetime
• Implement a comprehensive engagement and communications strategy that uses a balance of personal touch and scaled approaches
• Provide periodic communications about new features, integrations, templates, tips, customer use cases, etc.
• Engage with customers at risk of churn to build a get well plans
• Coordinate QBRs for Enterprise customers
• Enabling channel partners on Smartsheet customer success methods and best practices
• Work with the Smartsheet partner team. to create initial onboarding and customer adoption processes to deliver to the channel partner’s customer.
• Build communication strategy to partner’s end customer
• Organize user events and work with customers to present their Smartsheet use case/story
• Leverage global assets, processes and documentation but create Japanese versions of assets (videos, documents, articles, etc.)
• Affect bottom line revenue through the mitigation of early-stage risk while also coaching customers to solutions that translate into expansion opportunities
• Be the Smartsheet expert providing guidance and addressing challenges on work/ project management and collaboration to customers
• Develop processes and recommend best practices to ensure customers are realizing the greatest possible value from Smartsheet
• Use usage patterns to gain insights, provide guidance, and evolve our customers to a more advanced application of Smartsheet
• Be the primary interface to manage and resolve any needs that may arise post-sale
• Work with the Sales, Services and within the broader Customer Success team to ensure seamless hand-offs and encourage progress through the customer’s lifecycle
• Exceed all performance measures, which includes driving follow-on revenue events and improving user engagement indicators across book of accounts
• Understand the customer’s business model, important partners and organizational structure
• Accomplish other duties as assigned

You Have: 

• Minimum of 5-8+ years of Customer Success or Account management experience in a technology/software environment
• Communication skills: Native level of Japanese and business level of English (verbal and written)
• Experience maintaining valuable and outcome-based relationships with a diverse customer account base
• Experience working with a variety of SMB, Mid Market, or Enterprise customers
• Creativity when driving user engagement and adoption
• Ability to partner with cross-functional teams
• Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet’s benefits, use cases, and technical elements
• Ability to explain technical subjects to non-technical end-user personnel
• Ability to build credibility and trust by understanding customer requirements and addressing
• Willing to travel periodically based on customer and business need

About Smartsheet

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, and Japan. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. 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 welcome diverse perspectives and people who aren’t afraid to be innovative—join us!