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Manager, Customer Success Renewal Management - Smartsheet

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Job Title
Manager, Customer Success Renewal Management
Job Location
San Jose, CR
Job Description

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 fast-paced, 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 multi-task management skills across a varied set of responsibilities
  • Passion for working with leading edge, web-based 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 full-time 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.

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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Smartsheet Headquarters Location

Bellevue, WA

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Smartsheet Company Size

Between 2,000 - 5,000 employees

Smartsheet Founded Year


Smartsheet Total Amount Raised


Smartsheet Funding Rounds

View funding details
  • Post Ipo Equity

    $30,995,632 USD

  • Series F

    $52,100,000 USD

  • Series E

    $34,999,995 USD

  • Series D

    $26,000,000 USD

  • Series C

    $2,500,000 USD

  • Series B

    $1,250,000 USD

  • Series A

    $4,367,000 USD