Senior Customer Experience & Adoption Program Manager
Smartsheet
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Benefits offered by this job
Job summary
Smartsheet is seeking a Sr. CE Program Manager to partner with the Sr. Director, Customer Adoption Programs & Strategy in leading customer excellence programs and strategic planning.
You will drive cross-functional initiatives, evaluate tools, and own performance reporting to optimize adoption, retention, and customer value. This role blends tactical execution with strategic thinking, requiring collaboration with BI, Customer Success, Scale, Product Marketing, and other teams to deliver unified
Qualifications
- 8+ years in program management in SaaS or Customer Success.
- Experience with Marketo, Salesforce, Gainsight Journey Orchestrator and Tableau.
- Strong understanding of program management and lifecycle marketing.
Responsibilities
- Lead customer experience programs as strategic partner to CS leadership.
- Design multi-channel engagement mechanisms aligned with CS objectives.
- Develop onboarding, adoption, and expansion strategies.
- Use product usage data to personalize engagement for personas.
- Collaborate with UX and Product to apply retention learnings.
- Own performance reporting for adoption and retention.
- Lead or contribute to strategic projects and roadmaps.
Skills
Tools
Job description
Smartsheet is seeking a Sr. CE Program Manager to partner with the Sr. Director, Customer Adoption Programs & Strategy in leading customer excellence programs and strategic planning.
You will drive cross-functional initiatives, evaluate tools, and own performance reporting to optimize adoption, retention, and customer value. This role blends tactical execution with strategic thinking, requiring collaboration with BI, Customer Success, Scale, Product Marketing, and other teams to deliver unified
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