Smartsheet
SaaS
SeniorPrincipalCustomerPrograms&AdoptionStrategyManager
“Senior Principal Customer Programs & Adoption Strategy Manager at Smartsheet. Skills: Customer adoption strategy, Program management, Customer success planning. Own customer adoption strategy. Define maturity models and frameworks”
What You'll Achieve.
Ensure customers achieve measurable outcomes; Drive consistent execution and measurable outcomes; Ensure churn insights directly inform planning; Give CSM teams added lift
Industry & Context.
Willing to travel periodically for onsites and key meetings, Teleworking options from any registered location in the U. S.
What They're Looking For.
Must Have
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, Hands-on experience defining churn mitigation playbooks and programs, Proven ability to design and operationalize post-sales processes and customer journeys, 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
Nice to Have
MBA preferred
What You'll Do.
Own customer adoption strategy
Define maturity models and frameworks
Define and operationalize adoption metrics
Collaborate with Data Science teams
Design and scale best in class programs
Enable Customer Excellence teams
How You'll Work.
Team & Collaboration
Partner closely with Product, Customer Excellence, Sales, Revenue Operations, and Enablement; Collaborate with Data Science teams; Partner with Product, Product Marketing and Customer Excellence leaders
Process & Methodology
Program management, Leading complex, cross-functional initiatives
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