Sr. Customer Success Manager, Enterprise - East Location: Work remotely from the Eastern US territory. Job Description: 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. Smartsheet is looking for a Sr. Customer Success Manager to manage a set of large enterprise accounts and improve customer satisfaction, application engagement, customer retention, and growth. You will be the primary contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Smartsheet. You have a track record for Software as a Service (SaaS) account management and maintaining high customer renewal rates because of ongoing customer engagement and technical leadership. You will report to a Sr. Manager of Customer Success and may work remotely from the Eastern US territory. You Will: - Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle - Accomplish a comprehensive engagement and communications strategy that maintains high customer satisfaction - Be the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties - 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 - Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet - Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction - Be the primary interface to manage and resolve critical situations - Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet - Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities - Exceed all performance targets, including maintaining high retention and growth rates - Accomplish other tasks as assigned You Have: - 3+ years of Customer Success or Account Management experience (or equivalent) - State & Local Government (SLG) experience (preferred) - The ability to explain technical subjects to non-technical personnel in large enterprises - Good at building credibility and trust with customers and internal stakeholders by understanding their requirements - Experience maintaining valuable and outcome-based relationships with a diverse customer account base - Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elements - Bachelor's degree in relevant field, or equivalent experience - Willing to travel based on customer and business need Current US Perks & Benefits: - Employer subsidized medical/vision and dental coverage for full-time employees - 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay) - Monthly stipend to support your work and productivity - Flexible Time Away Program, plus Sick Time Off - US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans - US employees receive 12 paid holidays per year - Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account - Teleworking options from any registered location in the U.S. (role specific) Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity. US Base Salary Pay Range $112,500 - $142,500 USD 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. #LI-Remote

• Build trusted relationships with daily users and team leads, serving as the day-to-day contact for client success, adoption, and support. • Lead post-sale transitions including the Sales-to-CSM handoff, internal kickoff, and formal onboarding with platform walkthroughs and data tool training. • Conduct monthly customer check-ins to align on usage trends, progress against the Client Value Plan, upcoming needs, and to support the Account Director in preparing for strategic conversations. • Develop, track, and report on Customer Health and Client Value Plans, using usage data to monitor engagement, identify risks, and surface growth opportunities. • Coordinate ad hoc insights and reporting requests, and manage client usage of entitlements to ensure full value realization. • Partner with Account Directors on renewals, expansions, and strategic account planning while escalating risks or red flags proactively. • Advocate for the client internally—capturing feedback, surfacing feature requests, and identifying trends across accounts to inform the product roadmap and company strategy. • Promote client participation in advocacy opportunities including webinars, case studies, testimonials, and events.

• Create Shared Value • Understand the return on investment (ROI) your accounts expect to receive from their RelativityOne subscription and, in collaboration with the assigned Account Executive, build Success Plans to ensure this ROI is achieved. • Identify and record “Verified Outcomes” (wins) when ROI is confirmed by the account. • Plan and deliver Executive Business Reviews to align with account and Relativity leadership on achieved and targeted ROI. • Represent the customer’s voice back to Relativity, proactively utilizing “feedback loop” processes to foster a company-wide culture of customer success. • Regularly analyze customer usage and account health to reduce any renewal risk or product churn while identifying potential up-sell opportunities. • Mentor and support junior team members. • Innovate New Success Motions. • Work with Customer Success leadership teams to help build new offerings and playbooks. • Propose and create new repeatable playbooks to address newly identified ROI opportunities and utilization blockers. • Orchestrate Across Departments. Project manage complex plans, such as onboarding new products across geographies or enabling account success with non-standard use cases. • Engage accounts with Relativity subject matter experts and executives to address concerns and build deep, multi-threaded engagements.

Role Description We are sharing a specialised part-time consulting opportunity for professionals experienced in computer science, academic assessment design, technical question authoring, benchmark development, solution verification, and structured CS content review. This role supports current and upcoming remote consulting opportunities focused on high-quality computer science assessment development, multiple-choice question writing, technical content verification, academic benchmark review, and rigorous solution evaluation. Selected professionals will apply their computer science expertise to author, review, and validate challenging assessment materials across core CS domains. Key Responsibilities - Computer Science Question Authoring - Create original, challenging multiple-choice questions across core computer science domains. - Design questions that test deep conceptual understanding rather than surface-level recall. - Ensure each question is precise, self-contained, unambiguous, and solvable based on the information provided. - Develop plausible answer choices that challenge advanced learners and technical reviewers. - Solution Development & Difficulty Calibration - Write clear, step-by-step reference solutions in structured markdown format. - Rate question difficulty across levels such as introductory undergraduate, advanced undergraduate, or postgraduate-level expertise. - Provide academic references from reputable sources such as peer-reviewed publications, university materials, or recognized technical resources. - Ensure solutions are accurate, concise, logically sound, and aligned with the intended learning objective. - Question Verification & Technical Review - Review pre-written computer science questions for accuracy, clarity, rigor, completeness, and solvability. - Flag issues involving ambiguity, missing assumptions, weak distractors, unclear wording, or incorrect answer logic. - Edit questions where needed and document the rationale for changes. - Maintain high standards for technical correctness, academic quality, and assessment reliability. Qualifications - Advanced expertise in computer science, electrical engineering, machine learning, systems, algorithms, security, software engineering, or related technical fields. - Strong command of one or more CS areas such as algorithms and data structures, machine learning, AI, systems, networks, theory, computer security, or software engineering. - Experience authoring, reviewing, teaching, grading, or verifying academic or technical assessment content. - Ability to express complex technical ideas clearly and concisely in written English. - Strong attention to detail and ability to identify subtle technical or logical issues. - Comfort working independently on asynchronous technical review tasks. Educational Background - PhD or doctoral candidacy in computer science, electrical engineering, computer engineering, or a closely related field is highly relevant. - Master's degree may be suitable for candidates with exceptional depth in a specific CS subdomain. - Equivalent experience in advanced research, technical assessment writing, competitive programming, academic teaching, or high-level industry work may also be valuable. Nice to Have - Research publications, academic teaching experience, competitive programming background, or experience at a leading technology company. - Familiarity with graduate-level CS theory, algorithms, systems design, machine learning, computer security, or software engineering concepts. - Experience preparing or reviewing exam questions, benchmark tasks, technical rubrics, reference solutions, or academic problem sets. - Strong comfort with markdown formatting, technical notation, academic references, and structured review workflows. - Availability for approximately 10+ hours per week depending on project needs. Why This Opportunity - Apply advanced computer science expertise to structured remote project work. - Contribute to high-quality CS benchmark development, question authoring, solution review, and technical assessment evaluation. - Work on flexible assignments aligned with your academic or technical background. - Use your technical judgment in a rigorous, detail-oriented review environment. - Remote structure with competitive hourly compensation. Contract Details - Independent contractor role. - Fully remote with flexible scheduling. - Part-time commitment of approximately 10+ hours per week depending on project availability. - Competitive rates between $50–$95 per hour depending on expertise. - Weekly payments via Stripe or Wise. - Projects may be extended, shortened, or adjusted depending on scope and performance. - Work will not involve access to confidential or proprietary information from any employer, client, or institution.