Director, Customer Outcomes and Success

As the Director, Customer Outcomes and Success, you will manage a team of Customer Success Managers, Professional Services Sales, and Value Strategists. Your team will provide expertise and capabilities across the region’s largest and most strategic opportunities and accounts. In this leadership role, you will inspire both customers and internal stakeholders to rethink how they manage dynamic work and leverage enterprise solutions to drive meaningful change. You will act as a member of the APJ CLT Team and own forecasting APJ retention. You will be responsible for setting and executing a multi-year strategy for accelerating customers' journeys to greater business outcomes and spend with Smartsheet.

You will report to the VP of Customer Success and a dotted line to the Managing Director, APJ. This is a hybrid position based in Sydney.

You Will:

• Successfully meet or exceed Customer Success growth and retention targets. 
• Lead and develop a high-performing team of Customer Success Managers, Professional Services Sales and Value Strategists. Responsible for hiring, performance management, and motivating individuals to succeed through impassioned leadership, coaching, and celebration of results.
• Monitor your team’s activity and KPIs to ensure healthy retention and attach rates of Professional Services and Customer Outcomes Journey offerings.
• Improve and manage how your team works with Sales, Solutions Engineering, and Customer Success on planning, deal management, solution scoping, pipeline management, forecasting, and reviews.
• Act as a member of the APJ SLT Team, actively contributing to defining cross-functional regional KPIs and strategic initiatives and planning how to operationalize global initiatives and changes within the region.
• Act as a member of the Global Customer Outcomes Leadership Team, supporting the development and execution of annual functional plans, quarterly business reviews, and strategic global initiatives.
• Accurately forecast APJ Retention, including attending weekly APJ Sales forecast meetings across the different segments in the region, as well as keeping forecast data and key deal notes up to date in the various forecasting tools.
• Empower the team of CSMs to onboard and expand customer product usage while uncovering revenue opportunities.
• Use data to track performance, forecast retention, and create customer insights.
• Partner with Marketing, Support, Professional Services, and Sales to create a positive customer journey that delights customers, improves customer satisfaction, inspires referrals, and guides account growth.
• Bring creative ideas to the group to help improve the next stages of the business.
• Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities.

You Have:

• 10+ years of experience leading Customer Success for enterprise customers, with a proven track record of exceeding revenue targets.
• Demonstrated success in managing large-scale consulting engagements, including complex SOWs, strategy development, and project management.
• Extensive experience in the software and services environment, with a strong understanding of CWM and PPM market trends.
• Strong leadership skills with a history of building and leading high-performing teams.
• Expertise in Smartsheet product and solutions architecture is highly desirable.
• Exceptional presentation and communication skills, with experience in public speaking, meeting facilitation, and executive engagement.
• Willingness to travel as needed to support customer engagements and team initiatives.
• Business development, organization, team building, and management passion.
• Experience working in cloud applications.
• Passion for working with leading-edge, web-based technologies and a desire to understand Smartsheet’s benefits, use cases, and business and technical elements.
• Experience and success partnering across departments.