Principal Customer Success Manager – Enterprise (West/Central) | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

Smartsheet is seeking a Principal Customer Success Manager who will focus on building high-value, strategic relationships with large, global customers. The role requires extensive experience in SaaS Customer Success, strong business acumen and exceptional communication skills.

The Principal Customer Success Manager is expected to provide thought leadership and mentorship, as well as lead and/or contribute to special programs and projects (minimum of 10% per working week). For the right candidate, this is a career-defining opportunity to join the market leader in Collaborative Work Management (CWM) and help influence the future of Customer Success as a vocation.

This role reports to a Sr. Manager of Sr. Customer Success and has flexibility to work remotely from the West or Central region.

You Will:

• Manage a diverse book of business at scale, with a focus and engagement, enablement and adoption.
• Understand your customer’s business model, go to market strategy and organizational structure.
• Create and execute internal territory engagement plans and/or external joint customer enablement plans that focus on tailored, customer-specific strategy, proactive risk mitigation, value realization and expansion.
• Use data to gain insights, provide guidance, increase customer adoption and identify opportunities for expansion.
• Lead or influence renewals, partnering with internal teams to form a cohesive approach to mitigate churn and support expansion.
• Positively impact revenue via early risk identification and mitigation strategies while also coaching customers to develop or enhance solutions that translate into expansion opportunities.
• Support and/or lead high-impact Quarterly Business Reviews (QBRs) and/or Executive Business Reviews (EBRs) to showcase value, review progress against goals, and align on future strategy.
• Serve as a Core Platform and Premium Application Subject Matter Expert (SME), mastering best practice and enablement strategies to drive customer product adoption.
• Serve as a thought leader, advising customers on industry best practices and how to solve complex business problems with the platform.
• Effectively partner with cross-functional teams (e.g. Sales, Training, Product, Professional Services, etc.) by developing strong relationships and coordinating efforts to present a unified, cohesive and elite customer experience.
• Provide customer insight to internal teams like Product Management, Marketing, and Sales to inform innovation and improvement.
• Meet or exceed all performance targets.
• Perform other duties as assigned.

You Have:

• 10+ years of Customer Success or Account Management experience, preferably with SaaS model.
• A Bachelor's degree in a relevant field or equivalent experience is preferred.
• The ability to operate with nearly full autonomy and very limited oversight.
• A proven track record of leading cross-departmental initiatives and delivering outcomes.
• A history of building successful relationships with VP and C-Level contacts.
• Experience maintaining outcome-based relationships with a diverse customer account base.
• Deep Customer Success and Smartsheet subject matter expertise.
• A proven track record of mentoring peers.
• Up-to-date Smartsheet Certifications (Core Product, System Administrator, Project Management, Control Center Lead, Control Center Blueprint Builder) or the ability to obtain within 6 months.
• Willingness to travel periodically based on customer and business need.

Expert Career Tips for Principal Customer Success Manager – Enterprise (West/Central) Roles

To succeed in a competitive market as a Principal Customer Success Manager – Enterprise (West/Central), you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Principal Customer Success Manager – Enterprise (West/Central) requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Principal Customer Success Manager – Enterprise (West/Central) position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.