Manager, Customer Success Renewal Management - San José, Costa Rica - Smartsheet

Smartsheet

Empresa verificada

San José, Costa Rica

hace 1 semana

Publicado por:

Andrea Rodríguez

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Descripción

Smartsheet is looking for a proven leader to help build, operate, and scale our Customer Success Renewal Management team.

As
Manager of Customer Success Renewal Management, you will build and manage a team of Customer Success Renewal Professionals and execute on the overall team vision.

You will collaborate with the Sales and Customer Success teams to help drive growth of our business.

This role is responsible for leading a team that will resolve a range of challenges in creative ways while mitigating risk and providing a world-class renewal experience for our customers.

This important role will report to our Senior Manager of Renewal Management in North America and this role 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:

Hire, manage and develop a team of Customer Success Renewal professionals
Meet or exceed Net Retention targets at an individual and team level as applicable
Set expectations and build engagement with internal team members, grow a strong collaborative team and foster career growth for the group
Drive the execution to onboard, enable, and expand usage and revenue within our customer base
Use data to track performance, forecast retention, and create customer insight
Partner with Sales, Marketing, Support, Professional Services, to deliver a consistent customer journey that drives positive customer satisfaction, referrals, account retention and growth
Build/refine programs and initiatives to drive continuous improvement and scale
Bring innovative ideas to the group to help drive the next stages of the business
Drive operational excellence across the Customer Success team
Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to
Promote engagement and development opportunities
Recruit to business needs, alongside recruitment partners, shaping and iterating to ensure the quality of talent attracted
Accomplish other tasks as assigned.

You Have:

Strong leadership, business development, organization, team building and management, communication (verbal, written and presentation), and interpersonal skills
Experience working in a fastpaced, high growth software company
3+ years working in a leadership capacity
4+ years of Renewal Management, Customer Success, Account Management or Sales Management or experience, preferably within Enterprise SaaS
Passion and demonstrated ability for mentoring and team growth
Demonstrated ability to lead a Renewal Management team
Outstanding multitask management skills across a varied set of responsibilities
Passion for working with leading edge, webbased technologies and a desire to deeply understand Smartsheet's benefits, use cases, and business and technical elements
Experience and success partnering across departments
Willing to travel periodically based on customer and business need
Bachelors (BA/BS) degree required
Strong command of English language both oral and written (C1+ and above)

Perks & Benefits:

Fully paid Health & Life insurance for fulltime employees and family members
Monthly stipend to support your work and productivity
Asociacion 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 Program
20 weeks fully paid Maternity Leave
12 weeks fully paid Paternity/Adoption Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to LinkedIn Learning online courses
Company Funded Perks including a counseling membership and your own personal Smartsheet account
Teleworking options from any registered location in Costa Rica (role specific)

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, Costa Rica, and Germany.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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