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Senior Principal Customer Programs & Adoption Strategy Manager

2 hours, 44 minutes ago
United States
Full-time
Lead
Product Marketing Manager
Project and Program Management
Apply Now
Smartsheet

Smartsheet

Smartsheet provides an enterprise work management platform that enables teams to efficiently manage projects, automate processes, and enhance collaboration through a user-friendly interface that combines spreadsheet functionality with advanced workflow...

Internet Software & Services
1K-5K
Founded 2005
View All Jobs 108

Description

  • Own Smartsheet’s customer adoption strategy, including maturity models and frameworks for onboarding, adoption, value realization, and renewal milestones.
  • Define and operationalize adoption metrics and maturity models using product usage data and customer insights.
  • Partner with Product and Business Intelligence on measurement frameworks and execution that drive consistent outcomes.
  • Collaborate with Data Science on predictive modeling and translate churn insights into planning, prioritization, and Customer Excellence programs.
  • Design and scale adoption playbooks, value frameworks, and other customer success programs aligned to Smartsheet’s segments.
  • Leverage AI tools to scale program design and create prompt cookbooks and related assets for Customer Success teams.
  • Partner with Product, Product Marketing, and Customer Excellence leaders to translate product capabilities into adoption paths and launch frameworks.
  • Enable Customer Excellence teams with scalable assets and programs that support consistent enterprise customer experiences.
  • Lead complex cross-functional initiatives across Product, Sales, and Revenue Operations from strategy through execution.

Requirements

  • 10+ years of experience in Customer Success, Product Management, Product Marketing, or Customer Marketing within a SaaS environment.
  • 5+ years of experience in program management.
  • Bachelor’s degree required; MBA preferred.
  • Willingness to travel periodically for onsite meetings and key events.
  • Hands-on experience defining churn mitigation playbooks and programs, including adoption metrics, maturity models, and success criteria.
  • Experience operationalizing customer insights into repeatable motions used by Customer Excellence teams.
  • Proven ability to design and operationalize post-sales processes and customer journeys across onboarding, adoption, success planning, and renewal.
  • Strong program leadership experience managing complex, cross-functional initiatives with Product, Sales, and Revenue Operations.
  • Deep understanding of enterprise SaaS customer dynamics, including multi-product adoption, value realization, and retention drivers.

Benefits

  • Employer-subsidized medical, vision, and dental coverage for full-time employees.
  • 401(k) match of 50% of contributions up to the first 6% of eligible pay.
  • Monthly stipend to support work and productivity.
  • Flexible Time Away Program plus Sick Time Off.
  • Company-provided life insurance, short-term disability, and long-term disability coverage for US employees.
  • 12 paid holidays per year.
  • Up to 24 weeks of parental leave.
  • Personal paid Volunteer Day.
  • Professional growth and development opportunities, including access to Udemy online courses.
  • Company-funded perks including a counseling membership, local retail discounts, and a personal Smartsheet account.
  • Teleworking options from any registered U.S. location, role dependent.
  • Market-competitive incentive opportunity.
  • US base salary range of $165,000 to $225,000.

Interested in this position?

Apply directly on the company website

Apply Now

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