• Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime • Implement a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction • Be the Smartsheet expert, providing guidance and addressing challenges on work/ project management and collaboration to customers • Explain technical subjects to non-technical end-user personnel in large enterprises • 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 • Develop tools and and best practices to ensure customers are realizing the greatest possible value from Smartsheet • 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 • Provide expert customer insight to product management, marketing and sales on what innovation and improvement in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale • Exceed all performance targets, including maintaining high unit renewal rates • Accomplish other tasks as assigned

• Lead and develop a high-performing CSM team. • Manage, coach, and develop a team of Customer Success Managers. • Raise the bar on customer strategy, account planning, executive engagement, and execution quality. • Build clear team expectations, operating rhythms, and accountability mechanisms. • Support hiring, onboarding, performance management, and career development. • Foster a strong, collaborative, commercially minded, and customer-first team culture. • Help CSMs connect day-to-day customer activity to broader business outcomes. • Drive customer outcomes and retention performance. • Lead team execution against customer health, product adoption, renewal readiness, and risk mitigation goals. • Partner with CSMs on strategy for high-priority, complex, or at-risk accounts. • Identify trends across the customer portfolio and translate them into team priorities, playbooks, and cross-functional recommendations. • Improve how the team surfaces, manages, and communicates customer risk. • Collaborate closely with Sales on account strategy, renewal planning, expansion opportunities, and risk mitigation.

• Ensure onboarding of new customers in the app, assisting with usability and navigation of the platform; • Work directly on converting new sign-ups into active purchasers; • Track activation, conversion, and repeat-purchase metrics; • Identify key barriers to app usage and propose actions to improve the customer experience; • Perform proactive outreach to customers via phone, WhatsApp, or other digital channels; • Develop action plans to increase engagement and purchase frequency; • Collaborate with sales, operations, and technology teams to evolve the digital journey.

• Manage the full B2B client onboarding lifecycle, ensuring fast time-to-value and regulatory compliance (Open Finance, LGPD) • Develop onboarding playbooks tailored by vertical • Monitor customer health scores using data-driven metrics • Identify early churn signals and execute proactive retention plans • Conduct strategic QBRs presenting ROI, use cases, product roadmap, and expansion opportunities • Collect structured customer feedback and consolidate it into product insights • Identify upsell/cross-sell opportunities based on real usage • Partner with Sales to close expansion opportunities • Document MVPs and customizations to create scalable products/features for other clients • Define and implement CS strategy aligned with company OKRs • Collaborate with Product to define the roadmap focused on real customer problems