Job description
Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.
Smartsheet is looking for a French-speaking Customer Success Manager to manage a set of large accounts to help promote a high level of customer satisfaction, successful product use, and customer retention within the EMEA region. You will be the primary contact for important customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted Smartsheet advisor. For you, this is a career-defining opportunity to join us at an essential moment and have a significant impact. You have experience with Software as a Service (SaaS) account management, maintaining high customer renewal rates as a result of ongoing customer engagement and technical leadership.
This key role is part of the Customer Success team, reporting to the Manager, Customer Success, and is based in London or is remote eligible in the UK.
You Will:
- Lead the onboarding of enterprise-level customers, ensuring seamless adoption and clear articulation of value from the outset.
- Design and execute a comprehensive customer engagement strategy that drives satisfaction, value realisation, and long-term success.
- Act as a Smartsheet expert and trusted advisor, helping customers overcome challenges and achieve tangible business outcomes through improved project and work management.
- Conduct regular Customer Success Reviews that reinforce delivered value, resolve issues (in collaboration with Technical Support), and identify opportunities for deeper product usage.
- Develop scalable tools, frameworks, and best practices that help customers maximise the business value derived from Smartsheet.
- Analyse usage data to uncover trends and insights, providing strategic guidance that enhances customer outcomes and satisfaction.
- Serve as the primary point of contact for high-impact customer situations, ensuring swift resolution and preservation of customer value.
- Collaborate with Sales and Professional Services to share customer insights and drive additional value through tailored product and service offerings.
- Provide critical customer feedback to Product, Marketing, and Sales teams to guide innovation that enhances user experience, accelerates time-to-value, and supports adoption, retention, and expansion in large-scale enterprises.
- Consistently meet or exceed performance goals, including value metrics and renewal targets.
- Perform other duties as required
You Have:
- Proven account management experience in mid- to late-stage SaaS environments, with a strong focus on delivering and communicating customer value.
- Bachelor’s degree in a relevant field is preferred
- Experience maintaining valuable and outcome-based relationships with a diverse customer account base
- Outstanding task management skills across a varied set of responsibilities
- Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet’s benefits, use cases, and technical elements
- The ability to explain technical subjects to non-technical end-user personnel in large enterprises
- Willing to travel periodically based on customer and business need
- French fluency is required. Additional language knowledge is a plus, but not required.
- Legally eligible to work in the UK on an ongoing basis
Perks & Benefits:
- Employer-paid Private Medical and Dental, additional cost for family members
- Monthly contributions toward your pension
- Monthly stipend to support your work and productivity
- 25 days paid for Holiday + Bank Holidays + 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 Udemy online courses
- Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account.
- Teleworking options from any registered location in the UK (role specific)
Get to Know Us:
At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. 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 empower everyone, everywhere to change the way the world works—join us!
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
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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