In today’s SaaS landscape, closing a deal is just the beginning. Long-term customer value is unlocked after the sale—when organizations focus on adoption, expansion, and renewals. This is where the Customer Success Manager (CSM) function plays a critical role, ensuring customers achieve the outcomes they expect and partners build sustainable, recurring revenue.
The role of the CSM in the customer cycle
For Smartsheet Partners, understanding the CSM role is essential to success. By investing in customer success practices, partners can:
- Drive adoption, helping customers fully embrace Smartsheet to achieve business goals.
- Identify opportunities for expansion, growing account value through new use cases and solutions.
- Secure renewals, building loyalty and long-term relationships.
In short, CSM is the bridge between a signed contract and a thriving, loyal customer. Partners who build strength in this discipline are better positioned to reduce churn, deliver measurable outcomes, and grow their business alongside Smartsheet.
Elevating partner expertise with certification
To help partners strengthen their CSM capabilities, Smartsheet has launched the Aligned Customer Success Manager (CSM) Certification. Available now in the Partner Portal, this program provides a structured learning path and a recognized credential designed specifically for Smartsheet Partners.
"We designed the CSM Certification to help our partners become trusted advisors to their customers,” said Jane Cosnowsky, Global Partner Training & Certification Manager at Smartsheet. “This program provides the knowledge and tools partners need to guide customers through their post-sale journey with confidence."
What the certification delivers
Partners who complete the certification will gain:
- Practical strategies to manage adoption, renewals, and expansion.
- A CSM Certification badge to showcase expertise.
Access to Gainsight, the same customer success platform Smartsheet uses to manage risk and retention at scale.
“This isn’t just about earning a credential,” added Cosnowsky. “It’s about empowering our partners with the same tools and strategies we use at Smartsheet to drive outcomes at scale.”
A call to action for Partners
Customer success is not optional—it’s a competitive advantage. Partners who master the CSM function can better serve their customers, strengthen relationships, and build more predictable growth.
“The CSM Certification is excellent. It reinforces many of the principles we already emphasize within our sales team, and I see real value in having my team complete it. The training elevates how we approach customer success and strengthens our ability to drive outcomes,” said Michael Tirrell, Founder & CEO at Four Score Solutions (Smartsheet Solution Partner, Platinum).
We encourage all partners to invest in this opportunity. Log into the Partner Portal today, navigate to Train & Certify, and start the Customer Success Manager Certification journey.
This is another step forward in the Smartsheet Aligned Partner Program, helping our partners not only sell Smartsheet but also create long-term success for every customer they support.