Principal Customer Success Program Manager

Summary

Join Smartsheet's Digital and Scale Customer Success team as a Principal Customer Success Program Manager. Collaborate with various teams to design and implement strategies that deliver value to customers at scale. You will create programs to streamline key Customer Success motions, leverage data-driven insights, and develop scalable, predictive, and automated programs. This role requires strong leadership, influence, business insight, communication, and project management skills. The position reports to the Sr. Director, Customer Success and offers remote work options. This is a significant opportunity to impact a large customer base and contribute to Smartsheet's growth.

Requirements

• 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
• Strong presentation skills and the ability to communicate complex information broadly to an audience of varying skill levels

Responsibilities

• 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

Preferred Qualifications

Bachelor's degree in a relevant field

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)