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Job Description
Smartsheet is seeking a Customer Success Associate to manage accounts, promote customer satisfaction, and ensure successful product use. The Customer Success Associate will be the primary contact for important customers, understand their success criteria, address questions, and resolve issues, serving as a trusted advisor. This role reports to a Manager of Customer Success and is based in San José, Costa Rica.
Role involves:
- Performing initial onboarding of accounts with enterprise-level customers.
- Implementing a comprehensive engagement and communications strategy.
- Providing guidance and addressing challenges on work/project management and collaboration.
- Explaining technical subjects to non-technical end-user personnel.
- Performing periodic customer success reviews.
- Developing processes and best practices to ensure customers realize value from Smartsheet.
- Managing and resolving important situations.
- Sharing customer insights with Sales and Professional Services teams.
- Providing customer insight to product management, marketing, and sales.
Requirements:
- Account management experience (required).
- 0-2 years of experience maintaining valuable relationships with a diverse customer account base.
- Passion for working with web-based technologies.
- Willingness to travel periodically.
- Strong command of English (C1+ and above).
Smartsheet offers:
- Fully paid Health & Life insurance.
- Monthly stipend.
- Asociacion Solidarista.
- Paid Vacation + Flexible Time Away Program.
- Paid Maternity/Paternity/Adoption Leave.
- Personal paid Volunteer Day.
- Opportunities for professional growth and development.
- Teleworking options from any registered location in Costa Rica.
