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Sr. Principal Customer Risk & Retention Strategy Manager

1 hour, 27 minutes ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
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 68

Description

  • Lead a portfolio of customer retention programs and define how at-risk customers are identified, prioritized, and addressed across the customer lifecycle.
  • Design and operationalize churn forecasting and predictive risk models with Data Science and Revenue Operations.
  • Lead churn analysis and root cause identification, then translate insights into targeted mitigation programs and playbooks.
  • Build and evolve customer health scoring frameworks that are predictive, actionable, and embedded in renewal workflows.
  • Scale risk mitigation through automation and process design to improve renewal journeys, cash-to-close efficiency, and execution consistency.
  • Design and launch field-ready risk mitigation programs, including playbooks, workflows, and intervention models for Customer Excellence and renewal teams.
  • Partner closely with Customer Excellence, Product, Revenue Operations, and Data Science on retention strategy and execution.
  • Drive measurable impact on Gross Revenue Retention and Net Revenue Retention through cross-functional programs.

Requirements

  • 15+ years of experience in Customer Success, Sales, Sales Operations, Account Management, or related SaaS roles.
  • 5+ years of experience in people management and/or program management.
  • Bachelor's degree required; MBA preferred.
  • Willingness to travel periodically for onsite meetings and key meetings.
  • Deep experience in retention strategy within a SaaS environment, with ownership of churn reduction initiatives.
  • Strong analytical and forecasting expertise, including partnership 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 GRR and NRR.
  • Expertise designing and operationalizing customer health scores and risk frameworks that drive 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 churn mitigation playbooks and programs with repeatable workflows, clear ownership models, and measurable outcomes.

Benefits

  • Employer-subsidized medical, vision, and dental coverage for full-time employees.
  • 401(k) match: 50% of your contribution 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 U.S. employees.
  • 12 paid holidays per year for U.S. employees.
  • Up to 24 weeks of parental leave.
  • Personal paid Volunteer Day, professional growth opportunities, Udemy access, and company-funded perks including a counseling membership and retail discounts.
  • Remote work from any registered U.S. location, role specific.
  • Market-competitive incentive opportunity plus a U.S. base salary range of $175,000 to $240,000.

Interested in this position?

Apply directly on the company website

Apply Now

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