Company Description

Brandfolder by Smartsheet is on a mission to make managing your digital assets a seamless process.  We aim to deliver the world’s most powerfully simple platform for storing, sharing and showcasing assets. The people at Brandfolder drive our success, and we need people who push the boundaries and will push us forward.  That is where YOU come in.

Our company culture is driven by a customer-first mindset, fosters employee growth and development, and promotes building connections amongst teams.  How do we do this? By building a world-class product and creating an environment that values autonomy, flexibility and the opportunity for employees to be themselves.

Do you want a role where your contributions directly affect the success of the company? Do you want to take the next step to a place that will push you to grow in your career? If so, we’d love to have you aboard. We have a team of curious, eager, and humble individuals who rally together both within and outside the confines of the office and aim to expand and evolve.

Position Description

As a Customer Success Operations Manager you will be able to drive the effectiveness and efficiency of our Customer Success team through data and analytics. You will be responsible for partnering with the Manager of Customer Success to define department objectives, strategy, and tactics, and in implementing processes that scale.

You will report to the Manager of Customer Success located in our Denver office.

YOU WILL:

• Aggregate data from different sources and create meaningful insights that can be used to create efficiencies for the Success team.
• Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs
• Provide materials and data that help CSMs work more effectively
• Design playbooks for CSMs around renewals, upsells, churn forecasting and mitigation processes.
• Ensure KPI tracking and consistency of process adoption for clear reporting
• Implement and manage software that facilitates CSM Ops activities, specifically Gainsight
•  Manage and facilitate meetings to develop plans and achieve intended outcomes
• Work in a collaborative fashion with all levels of the organization including senior leadership
• Own, iterate and scale programs and processes to meet Success' commitment to driving undeniable value for our customers

YOU HAVE:

• 3+ years of experience developing and running a program that includes changes to process, people and technology
• Experience with project management principles and methodologies
• Experience communicating and presenting to a variety of audiences from individual contributor to executive
• Experience analyzing complex problems, developing recommended solutions, and managing risk
• Ability to influence and/or drive consensus among cross-functional teams
• Motivated by an entrepreneurial mindset and comfortable with ambiguity in a brand new role

Perks & Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) with all offers
• Lucrative Employee Stock Purchase Program (15% discount)
• 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 Incidental Sick Leave
• Up to 24 weeks of Parental 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, primary care membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific) 

As required by the Colorado Equal Pay Transparency Act, Smartsheet (Brandfolder) provides a reasonable range of compensation for roles that may be hired in Colorado. Actual compensation is determined by several factors including, but not limited to, level of professional and educational experience, and specific office location. For the state of Colorado, the range of starting pay for this position is $80,000 - $98,000. In addition, this role will be eligible for a market competitive annual bonus and RSU stock grant upon accepted offer.

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, and Australia. 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!