Principal Customer Success Program Manager

Smartsheet is looking for a Principal Customer Success Program Manager to join our Digital and Scale Customer Success team. In this role, you will collaborate closely with Customer Success Teams and Leaders, Business Intelligence, Revenue Operations, Sales, and Customer Outcomes Journey teams to design strategies that deliver value to our customers at scale. Your responsibilities include creating programs that streamline and enhance key Customer Success (CS) motions—such as business reviews, executive engagement, and value realization plays—while leveraging data-driven insights to drive retention and growth across a broad customer base.

As a trusted partner to CS Leaders and Customer Success Managers (CSMs), you will employ a data-driven operating model to analyze trends, identify opportunities, and deliver actionable insights. Your work will focus on developing scalable, predictive, and automated CS programs that enhance customer value, streamline operations, and support business growth.

This is a career-growth opportunity to join Smartsheet at an essential moment and have a significant impact. You have experience operating in a SaaS B2B company working with Customer / Post-sales teams and are at ease in a fast-paced and ever-changing environment. To be successful in this role, you will need a blend of skills including leadership, influence, business insight, communications, and project management skills.

This important role will report to the Sr. Director, Customer Success - Digital and Scale and can be based at one of our offices or remote.

You Will:

• Design and execute the strategy for scaled customer success: implement and manage programs and execute the related plays in Gainsight (and other tools) for CS execution, uncover insights and report on their effectiveness and roadmap for innovations 
• Build and execute value-based programs and motions designed to increase the value a customer receives from Smartsheet which are in-line with the current CS objectives and expectations
• Leverage data, tooling and automation to optimize the CSM experience in relation to management, renewal and expansion of their book
• Deeply understand Smartsheet customers’ core lifecycle to develop repeatable and scaled customer motions that accelerate growth and reduce churn
• Stay informed on the latest technology trends, including AI, to support innovation in scaled and digital customer success strategies 
• Partner closely with Director, Digital Engagement and Journeys to analyze trends and execute new opportunities for digital within the CSM base
• Be a strategic partner to business leaders crafting strategies for CSMs
• Align and collaborate with key stakeholders in Customer Outcomes Journey, Marketing, Product Marketing, Business Intelligence and Revenue Operations
• Ensure alignment to best practices in design and execution in order to support a land, adopt and expand motion
• Utilize data analytics to monitor customer health and drive data-driven decision-making across the organization
• Develop and implement scalable processes, frameworks, and best practices to optimize work and influence team behavior
• Drive continuous improvement and innovation in customer success programs, leveraging industry best practices and customer feedback
• Implement feedback loop processes based on offering gaps identified by CSMs and customers

You Have:

• Experience working in a fast-paced, high growth software company on a post sale team
• 8+ years of customer success experience, working cross-functionally and managing customer transformation programs
• 5 years+ experience defining the strategy for scaled CSM programs and solutions and executing toward customer business outcomes, and a desire to utilize your experiences at scale to impact a large account base
• Experience and success partnering across departments
• Passion for analyzing complex problems, developing recommended solutions, and executing on your initiatives
• Outstanding project management skills across a varied set of responsibilities
• Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet's benefits, use cases, and business and technical elements
• Bachelor's degree in a relevant field is preferred
• Strong presentation skills and the ability to communicate complex information broadly to an audience of varying skill levels