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 role involves collaborating with various teams to operationalize customer success strategies and optimize customer experiences. Ideal candidates will thrive in a fast-paced environment and possess strong leadership, analytical, and project management skills. Join a forward-thinking organization that values inclusivity and innovation, making a significant impact in the SaaS landscape.

Benefits

Comprehensive Health Coverage

401k Matching

Paid Holidays

Parental Leave

Professional Development Opportunities

Flexible Teleworking Options

Qualifications

• 5+ years in a fast-paced software company managing customer transformation.
• 3+ years articulating solution value for large user bases.
• Proven success in cross-departmental collaboration.

Responsibilities

• Design and manage scaled customer success programs.
• Leverage data and tools to optimize Customer Success Managers’ experience.
• Drive continuous improvement based on customer feedback.

Skills

Leadership

Business Insight

Communication

Project Management

Analytical Skills

Problem-Solving

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 – so for us, changing the way the world works is all in a day’s work.

We are seeking a Sr. Scaled Customer Success Program Manager to join our Digital and Scale Customer Success team. In this role, you will collaborate closely with Customer Success Teams and Leaders, Business Intelligence, Revenue Operations, Sales, and Customer Outcomes teams. Your primary focus will be to operationalize programs and extract insights from key customer success motions such as business reviews, executive engagement, and value realization plays, to drive customer value at scale. You will partner with Customer Success Managers and leaders, utilizing a data-driven operating model to analyze and report on business trends related to value delivery. Your goal is to enhance customer value by creating and delivering effective, predictive, data-driven, and automated customer success programs at scale.

This is an excellent opportunity to join Smartsheet during a period of high growth and make a significant impact. The ideal candidate will have experience working in a SaaS B2B environment with post-sales teams and thrive in a fast-paced, dynamic setting. Success in this role requires a combination of leadership, influence, business insight, communication, and project management skills.

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

Responsibilities include:

• Executing the strategy for scaled customer success by designing and managing programs and executing related plays in Gainsight and other tools, while uncovering insights and reporting on their effectiveness and future innovations.
• Building and implementing value-based programs to increase customer benefits aligned with current CS objectives.
• Leveraging data, tools, and automation to optimize Customer Success Managers’ experience related to management, renewal, and expansion of their portfolios.
• Understanding the customer lifecycle deeply to develop scalable motions that accelerate growth and reduce churn.
• Partnering with Digital Engagement Managers to analyze trends and identify new digital opportunities within the customer base.
• Advising and collaborating with business leaders on strategies for Customer Success Managers.
• Aligning with stakeholders across Customer Outcomes, Marketing, Product Marketing, Business Intelligence, and Revenue Operations.
• Ensuring best practices in program design and execution to support land, adopt, and expand motions.
• Using analytics to monitor customer health and inform decision-making organization-wide.
• Developing scalable processes, frameworks, and best practices to improve work 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 experience in a fast-paced, high-growth software company, working with post-sales teams and managing customer transformation programs.
• 3+ years of experience articulating the value of solutions in terms of customer business outcomes and scaling these impacts for large user bases.
• Proven success in cross-departmental collaboration.
• Strong analytical, problem-solving, and solution development skills.
• Excellent project management abilities across multiple responsibilities.
• Passion for web-based technologies and a desire to understand Smartsheet’s offerings deeply.
• Bachelor’s degree in a relevant field preferred.
• Exceptional communication skills, capable of presenting complex information to diverse audiences.

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

Note: Salary ranges are market-based and depend on experience, education, skills, and location. This role is eligible for incentive compensation.

Salary Range: $105,000 - $135,000 USD

About Us:

At Smartsheet, we foster an inclusive environment where everyone can make a difference. We encourage applicants from all backgrounds, even if your experience doesn’t exactly match the job description. Join us in changing the way the world works!

Equal Opportunity Employer:

We are committed to equal employment opportunities and fostering an inclusive environment, considering all qualified applicants regardless of race, ethnicity, gender, age, or other protected categories.