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Customer Success Manager, New Business (Remote Eligible)

July 10, 2026

Smartsheet is looking for a Customer Success Manager, New Business to serve as the initial contact in the customer lifecycle for newly-signed accounts. You will advocate for the customer experience over a customer’s first six months that includes: empowering users in Smartsheet, defining their ‘why’, identifying champions and setting them on a path to rapid adoption and deployment of the application. For you, this is a career-defining opportunity to join us at an important moment for this team and have a significant impact. You have experience working in a Software as a Service (SaaS) environment and have documented achievement in an account management, onboarding, or customer success function.

You will report directly to a Senior Manager or Manager of Customer Success and be based at Smartsheet's office in Bellevue, WA or in the Field (Western Time Zone).

You Will:

Perform initial onboarding and kick-off calls for accounts with an emphasis on identifying and documenting important customer goals
Implement a comprehensive engagement and communications strategy that uses a balance of personal touch and scaled approaches
Affect bottomline 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 border 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:

3+ years of Account management/customer success experience, for mid to later stage SaaS software
You have a Bachelor's degree in a relevant field (preferred)
Proven ability to maintain valuable and outcome-based relationships with a diverse customer account base
Outstanding multi-task task management skills across a varied set of responsibilities
Ability to partner with cross-departmental teams
Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet’s benefits, use cases, and technical elements
Strong communication skills, with the ability to explain technical subjects to non-technical end-user personnel in large enterprises
Ability to build credibility and trust by understanding customer requirements and addressing
Willing to travel periodically based on customer and business need

Perks & Benefits:

HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
Equity - Restricted Stock Units (RSUs) with all offers
Lucrative Employee Stock Purchase Program (15% discount)
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Incidental Sick Leave
Up to 24 weeks of Parental 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, primary care membership, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)

Equal Opportunity Employer:

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, and Australia. 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!

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...