Customer Success Associate

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday.

Customer Success Associate

Smartsheet is looking for a Customer Success Associate to manage a set of accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. You will be the primary contact for a high-volume set of customers, responsible for understanding customer success criteria, addressing questions, resolving issues, and, over time, serving 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 will maintain high customer renewal rates as a result of ongoing customer engagement and technical leadership.

This important role will report to a Sr. Manager of Customer Success and 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:

• Be the Smartsheet expert, driving enablement, providing guidance, and resolving challenges for assigned customers to meet and exceed assigned targets

• Perform initial onboarding of accounts with enterprise-level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime

• Action, comprehensive engagement and communications strategy that proactively maintains high customer satisfaction.

• Utilize Gainsight playbooks and CTAs to drive business and mitigate risk

• Explain technical subjects to non-technical end-user personnel

• Understand customer needs and address concerns

• Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account

• Use usage patterns to gain insights, provide guidance and increase customer satisfaction

• Be the primary interface to manage and resolve important situations

• Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities

• Active team player and self-starter, who can quickly adjust and prioritize in a fast-paced environment.

• Exceed all performance targets

• Perform other duties as assigned

You Have:

• Account management experience (preferred)

• 2 years of experience in Customer Success or Account Management with a strong preference for experience with SaaS software

• 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

• A strong sense of urgency and efficiency in completing work within set deadlines.

• Experience working with Salesforce, Smartsheet, Gainsight, and Tableau.

• Excellent communication and interpersonal skills, capable of engaging effectively with various stakeholders.

• Willing to travel periodically based on customer and business needs

• 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

• Equity - Restricted Stock Units (RSUs) for eligible roles

• 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 Udemy 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)

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

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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