Sr. Principal Customer Risk & Retention Strategy Manager

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.

We are looking for a Sr. Principal Customer Risk & Retention Strategy Manager to join Smartsheet’s Customer Excellence team. In this role, you will lead a portfolio of targeted retention programs, including key account motions, that complement Customer Excellence’s efforts to identify, forecast, and mitigate customer churn. You will partner closely with Customer Excellence, Product, Revenue Operations, and Data Science. This is a highly visible role with direct impact on Gross and Net Revenue Retention, shaping how Smartsheet proactively manages customer risk at scale. The opportunity is ideal for a strategic operator who thrives at the intersection of data, customer lifecycle strategy, and cross-functional execution.

This is a remote eligible position and you may work remotely from anywhere in the US where Smartsheet is registered.

You Will:

• Lead a portfolio of customer retention programs , defining how at-risk customers are identified, prioritized, and addressed across the customer lifecycle
• Design and operationalize churn forecasting and predictive risk models in partnership with Data Science and Revenue Operations to enable proactive retention actions
• Lead churn analysis and root cause identification, translating insights into targeted, high-impact mitigation programs and playbooks
• Build and evolve customer health scoring frameworks that are predictive, actionable, and embedded into Customer Excellence and renewal workflows
• Scale risk mitigation through automation and process design, improving renewal journeys, cash-to-close efficiency, and consistency of execution across teams
• Design and launch practical, field-ready risk mitigation programs, including playbooks, workflows, and intervention models that Customer Excellence and renewal teams can execute consistently at scale

You Have:

• 15+ years of experience in Customer Success, Sales, Sales Operations, Account Management or related experience in a SaaS
• 5+ years experience in people and/or program management 
• Bachelor's degree, MBA preferred
• Willing to travel periodically for onsites and key meetings
• Deep experience in retention strategy within a SaaS environment, with demonstrated ownership of churn reduction initiatives
• Strong analytical and forecasting expertise, including experience partnering with Data Science teams on predictive modeling, health scoring, and churn forecasting
• Proven track record leading large, cross-functional programs from strategy through execution with measurable impact on retention metrics (GRR, NRR)
• Expertise designing and operationalizing customer health scores and risk frameworks that drive consistent, proactive action by customer-facing teams
• Strong understanding of SaaS customer lifecycle economics, including renewals, expansion, risk signals, and retention levers across segments
• Hands-on experience building and operationalizing churn mitigation playbooks and programs, translating insights into repeatable workflows, clear ownership models, and measurable outcomes