Sr. Scaled Customer Success Program Manager

Smartsheet Inc; United States; Remote; USD 105,000 - 135,000; Full time

Job summary

An innovative tech company is seeking a Sr. Scaled Customer Success Program Manager to enhance customer value through data-driven programs. This pivotal role involves collaborating with various teams to design and implement strategies that drive customer success and reduce churn. Ideal candidates will have extensive experience in SaaS environments, showcasing strong analytical and project management skills. Join a forward-thinking organization at a critical growth phase, where your contributions will significantly impact customer engagement and satisfaction.

Benefits

Health Coverage

401k Matching

Paid Holidays

Parental Leave

Professional Development

Teleworking Options

Qualifications

• 5+ years in customer-facing roles within high-growth SaaS environments.
• Experience managing cross-functional customer transformation programs.

Responsibilities

• Designing and managing programs for scaled customer success.
• Leveraging data and automation to optimize customer management processes.

Skills

Customer Success Management

Data Analytics

Project Management

Cross-functional Collaboration

Problem Solving

Communication Skills

Education

Bachelor's Degree in a Relevant Field

Tools

Gainsight

Job description

Sr. Scaled Customer Success Program Manager

-REMOTE, USA-

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions using simple no-code tools. We’re revolutionaries—changing the way the world works is our daily mission.

We are seeking a Sr. Scaled Customer Success Program Manager. You will be part of the Digital and Scale Customer Success team, collaborating closely with Customer Success Teams, Leaders, Business Intelligence, Revenue Operations, Sales, and Customer Outcomes teams. Your role involves operationalizing programs and extracting insights from key customer success motions such as business reviews, executive engagement, and value realization plays—aimed at delivering value at scale. You will partner with CSMs and leadership, utilizing a data-driven operating model to analyze trends and report on business metrics related to value delivery. Your goal is to enhance customer value through effective, predictive, data-driven, and automated CS programs at scale.

This is a high-growth opportunity to join Smartsheet at a pivotal moment and make a significant impact. The ideal candidate has experience in a SaaS B2B environment working with post-sales teams and thrives in a fast-paced, dynamic setting. Success in this role requires leadership, influence, business insight, communication, and project management skills.

This role reports to the Sr. Director, Customer Success - Digital and Scale and can be based remotely or at one of our offices.

Responsibilities include:

• Executing the strategy for scaled customer success by designing and managing programs and executing related plays in Gainsight and other tools, including reporting and innovation planning.
• Building and implementing value-based programs to increase customer benefits aligned with CS objectives.
• Leveraging data, tooling, and automation to optimize management, renewal, and expansion processes.
• Understanding customer lifecycle to develop scalable motions that foster growth and reduce churn.
• Partnering with Digital Engagement Managers to analyze trends and explore new digital opportunities.
• Advising and collaborating with business leaders on CSM strategies.
• Aligning with stakeholders across Customer Outcomes, Marketing, Product Marketing, Business Intelligence, and Revenue Operations.
• Applying best practices in program design and execution to support land, adopt, and expand motions.
• Using data analytics to monitor customer health and inform decision-making.
• Developing scalable processes, frameworks, and best practices to improve efficiency and influence team behavior.
• Driving continuous improvement and innovation based on industry best practices and customer feedback.
• Implementing feedback loops to address gaps identified by CSMs and customers.

Qualifications:

• 5+ years of customer-facing experience in a fast-paced, high-growth SaaS company, managing cross-functional customer transformation programs.
• 3+ years of experience articulating the value of solutions impacting customer outcomes and scaling to thousands of users.
• Proven success in cross-departmental collaboration.
• Strong analytical, problem-solving, and solution development skills.
• Excellent project management abilities across diverse responsibilities.
• Passion for web-based technologies and understanding of Smartsheet's platform and use cases.
• Bachelor's degree in a relevant field preferred.
• Strong presentation and communication skills for varied audiences.

Additional benefits include health coverage, 401k matching, stipends, insurance, paid holidays, parental leave, volunteer days, professional development, and teleworking options.

Compensation ranges from $105,000 to $135,000 USD, based on experience and location, with a market-competitive incentive plan.