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As a Technical Customer Success Manager, you will support the Customer Success Organization in driving the health and renewal of a set of premium capabilities. The ideal candidate is an experienced professional with a full understanding of the Smartsheet product portfolio. You will resolve a range of issues in creative ways to mitigating risk, solving problems to ensure growth. This important role will report to the Manager of Technical Customer Success Managers. This role is open to being 100% remote from anywhere within the United States where Smartsheet is a registered employer. Due to the collaborative nature of this role with Account Teams (Sales, Presales, Services) ideal candidates will be within driving proximity of our regional hub in Bellevue, WA or Boston, MA. You Will: Serve as a strategic partner, empowering customers in their Smartsheet adoption journey and guiding customers to outcomes-based value with our Platform Guide the user experience and own customer satisfaction for your accounts Provide in depth technical consultation for specific premium capabilities of Smartsheet for post sales assistance Identify opportunities for add-ons within current product configurations and/or issues that could cause churn Identify areas that impact adoption and remove barriers by helping customers, recommending services, etc. Make data-driven decisions to mitigate risk, increase adoption and uncover new opportunities Stay customer-obsessed. Build relationships and drive positive change across internal teams, working closely with Sales, Support, Product and Training as a catalyst for continuous improvement and customer advocacy Collaborate with sales teams to establish strong client relationships with your accounts, by demonstrating technical expertise and a deep understanding of client needs to help progress growth Act as a conduit between customers and internal teams, gathering customer feedback, documenting feature requests, and providing client insights to our Engineering and Product teams to enable continuous improvement of our product roadmap Partner with the account team to fully understand and develop a clear renewal strategy for each customer based on data driven decisions and execute that strategy Persuade, influence,and motivate people and collaborate with cross functional partners such as CS Leaders, and product team to identify opportunities to accelerate adoption of assigned products Serve as a subject matter expert and mentor to other members of the team Meet or Exceed all performance measures 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 Proactively identify underperforming customers and execute plans to improve the customer's success in order to prevent churn Perform other duties as assigned You Have: 8+ years of Customer Success or Account management experience in a technology/software environment 3 - 5 years years experience working with Smartsheet and premium capabilities; Must have achieved some Smartsheet certifications Prior experience with configuration, deployment, and testing of enterprise software applications Prior experience coding, building and/or integrating web services, data integration architecture, designing complex solutions, and/or designing databasesDemonstrated ability to influence and navigate objections to achieve win/win customer outcomes Prior experience and a proven track record of working and building robust stakeholder partnerships specifically within the Enterprise segment strongly preferred. Familiarity with project management methodologies and the ability to use those in service of managing the renewal cycle Ability to plan and execu