Smartsheet
SaaS
SeniorDirector,CustomerExperienceStrategy&Programs
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“Senior Director, Customer Experience Strategy & Programs at Smartsheet. Skills: Customer Experience Strategy, Customer Excellence programs, scaling global Customer Success programs, people management, cross-functional leadership. Create and implement programs and strategy across Customer Excellence, including customer success methodology, digital success and scaled engagement, customer education, executive escalations, voice of customer, and retention & value strategy, consistently fostering pro”
What You'll Achieve.
drive adoption, retention, and customer value at scale; consistently fostering product adoption and reducing churn across Smartsheet’s business; shaping adoption, retention, and growth strategies for Smartsheet’s customers; improve business outcomes at scale
Industry & Context.
interpreting data analytics to derive insight and drive customer value, then turning insights into action to improve results
Able to travel up to 25%, with some international travel required, Teleworking options from any registered location in the U. S. (role specific)
What They're Looking For.
Must Have
15+ years of experience in Customer Success, Sales, Product Marketing, Product management or GTM strategy within a SaaS environment, 5+ years experience in people management, A proven track record building and scaling global Customer Success programs and methodologies, particularly in enterprise or multi-product environments, Demonstrated experience with interpreting data analytics to derive insight and drive customer value, then turning insights into action to improve results, Proven track record of operating at both strategic and operational levels, translating long-term vision into executable programs and measurable results, cross-functional leadership experience, with a history of partnering with Product, Sales, Marketing, Support, and Analytics leaders to drive aligned outcomes, Executive presence and influence, with comfort engaging C-level stakeholders internally and with customers, and leading through transformation and change
Nice to Have
MBA preferred
What You'll Do.
Create and implement programs and strategy across Customer Excellence
including customer success methodology
digital success and scaled engagement
executive escalations
and retention & value strategy
consistently fostering product adoption and reducing churn across Smartsheet’s business.
lead and inspire a high-performing global team
developing talent and establishing clear ownership
Establish and build core capabilities in our India Center of Excellence.
Operate as an essential member of the Customer Excellence Leadership team and trusted teammate with peer executives to design
and deliver on our vision for a world class Customer Success organization.
Leverage customer insights
and emerging capabilities (including AI) to anticipate customer needs
innovate Customer Excellence programs
and improve business outcomes at scale.
How You'll Work.
Team & Collaboration
Act as a strategic partner to executive leaders and teams across Product, Sales, Support, and Revenue Operations, shaping adoption, retention, and growth strategies for Smartsheet’s customers.; Operate as an essential member of the Customer Excellence Leadership team and trusted teammate with peer executives to design, mobilize, and deliver on our vision for a world class Customer Success organization.; cross-functional leadership experience, with a history of partnering with Product, Sales, Marketing, Support, and Analytics leaders to drive aligned outcomes; Executive presence and influence, with comfort engaging C-level stakeholders internally and with customers, and leading through transformation and change
Communication Scope
Executive presence and influence; comfort engaging C-level stakeholders internally and with customers
Process & Methodology
design, mobilize, and deliver on our vision for a world class Customer Success organization, translating long-term vision into executable programs and measurable results
Full Job Description
For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday. 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 looking for a Senior Director, Customer Experience Strategy & Programs to join Smartsheet’s Customer Excellence leadership team. This role will be at the center of defining and scaling Smartsheet’s end-to-end Customer experience as the company continues to grow and serve increasingly complex customers. You will lead the strategy, design, and execution of global Customer Excellence programs that drive adoption, retention, and customer value at scale. This is a high-visibility, high-accountability role that partners closely with senior leaders across Product, Sales, Revenue Operations, and the Executive Team to shape the future of Customer Excellence at Smartsheet. You will report to the Chief Customer Officer. This is a remote eligible position and you may work remotely from anywhere in the US where Smartsheet is registered. You Will: Create and implement programs and strategy across Customer Excellence, including customer success methodology, digital success and scaled engagement, customer education, executive escalations, voice of customer, and retention & value strategy, consistently fostering product adoption and reducing churn across Smartsheet’s business. A
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