Senior Principal Customer Programs & Adoption Strategy Manager

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

You Will:

• Own Smartsheet’s customer adoption strategy, defining structured maturity models and frameworks that guide customers through onboarding, adoption, value realization, and renewal milestones
• Define and operationalize adoption metrics and maturity models in partnership with Product and Business Intelligence, using product usage data and customer insights to drive consistent execution and measurable outcomes.
• Collaborate with Data Science teams on predictive modeling that connects to operational strategy, ensuring churn insights directly inform planning, programs, prioritization, and execution across Customer Excellence
• Design and scale best in class programs, including adoption playbooks and value frameworks aligned to Smartsheet’s segments. Leverage AI tools to do this at scale and create prompt cookbooks and other AI tools to give CSM teams added lift in completing their jobs.
• Partner with Product, Product Marketing and Customer Excellence leaders to translate product capabilities into clear adoption paths, launch frameworks, and customer-facing programs
• Enable Customer Excellence teams through scalable programs and assets, ensuring consistent delivery of high-impact adoption experiences across enterprise accounts

• 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, MBA preferred
• Willing to travel periodically for onsites and key meetings
• Hands-on experience defining churn mitigation playbooks and programs (including adoption metrics, maturity models, and success criteria) and operationalizing insights into repeatable motions adopted by Customer Excellence teams
• Proven ability to design and operationalize post-sales processes and customer journeys, including onboarding, adoption, success planning, and renewal alignment that tie seamlessly to pre-sales motions
• Strong program leadership experience, leading complex, cross-functional initiatives with Product, Sales, and Revenue Operations from strategy through execution
• Deep understanding of enterprise SaaS customer dynamics, including multi-product adoption, value realization, and long-term retention drivers

Current US Perks & Benefits:

• Employer subsidized medical/vision and dental coverage 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)

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity.

US Base Salary Pay Range

$165,000 - $225,000 USD

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths-because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.