Digital Engagement Manager

Summary

Join Smartsheet's Digital and Scale Customer Success Team as an experienced Digital Engagement Manager! You will drive the planning and execution of digital programs across the customer lifecycle, focusing on faster time to value and increased adoption. This role involves developing and delivering digital programs, analyzing adoption trends, building value-based programs, partnering with program managers, and ensuring alignment with best practices. You will leverage data to understand customers and make data-driven decisions, advising business leaders and driving continuous improvement. This remote-eligible position requires significant experience in customer success, agile project management, and data analytics. Gainsight Level I Admin certification is required.

Requirements

• 5+ years experience working in a post-sales role in Customer Success or Customer Training + Enablement
• 3+ years defining Success criteria and KPIs for your work
• 3+ years of experience working in agile project management
• 2+ years working in a global environment
• Strong communication and influence skills across the organization
• 3+ years demonstrated analytical skills and data-driven decision making
• 3+ years experience with Gainsight, Salesforce, Tableau, and Marketo
• Gainsight Level I Admin certification required

Responsibilities

• Be responsible for the development, delivery, and reporting on a digital program or set of programs (ex: Digital Onboarding, 1:many Webinars, Digital Value-Based Lifecycle Programs) that drives adoption and growth of a large set of users
• Analyze adoption and growth trends and determine the 1:many motions needed to support users across your programs
• Build and execute value-based 1:many programs and motions designed to increase the value a customer receives from Smartsheet which are in-line with the current CS objectives and expectations
• Partner closely with Scaled Program Managers to analyze trends and execute scale opportunities within digital programs
• Ensure alignment to best practices in design and execution in order to support a land, adopt and expand motion
• Use data to gain a deep understanding of customers, use cases and personas
• Be an advisor and thought partner to business leaders crafting strategies for shared audiences
• 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
• Other duties as assigned

Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• 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 Sick Time Off
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)