Principal Customer Excellence Transformation Manager (Remote Eligible)

Smartsheet•Bellevue, WA

3d•Remote

About The Position

Smartsheet is seeking a Principal Customer Excellence (CE) Transformation Manager to join the Chief Customer Officer's (CCO) organization. This role is a strategic partner responsible for driving operational rigor and execution excellence to advance the CCO's strategic agenda across the Customer Excellence organization. The Principal will act as a connective layer across initiatives, stakeholders, and teams, ensuring work is prioritized, tracked, and delivered with clarity and accountability. This is a high-visibility, high-impact role at the center of the CCO's transformation agenda, offering the opportunity to work directly with senior leaders and influence organizational operations and customer outcomes. The role reports to the Sr. Director, Customer Excellence Transformation & Operations and is eligible for remote work within the US.

Requirements

8+ years of experience in program/project management, PMO leadership, strategy, or business operations.
5+ years of experience in Customer Success, Professional Services, business operations, or management consulting — with meaningful exposure to enterprise SaaS.
Exceptional organizational skills and demonstrated success managing complex, cross-functional initiatives in a fast-paced environment and multiple competing priorities simultaneously.
Strong executive presence with the ability to communicate and influence at all levels of the organization.
Experience supporting or partnering with senior leaders (C-suite or VP-level) in a strategic capacity.
Proficiency with project management and collaboration tools (e.g., Smartsheet, Jira, Asana, or similar).

Nice To Haves

Background in management consulting, transformation, organizational design, or business operations.
PMP, PgMP, or equivalent project management certification.
Familiarity with OKR frameworks and strategic planning processes.
AI fluency and prompting skills.

Responsibilities

Lead end-to-end program management of key strategic initiatives across the CCO's Customer Excellence remit.
Develop and maintain comprehensive initiative tracking frameworks, dashboards, and status reporting.
Proactively identify risks, dependencies, and blockers; escalate and resolve with appropriate urgency.
Ensure consistent governance standards, milestone tracking, and delivery cadence across all CE programs.
Build and maintain strong relationships with key stakeholders across CE, Sales, Product, Finance, and Operations.
Facilitate cross-functional alignment sessions, steering committee meetings, and executive briefings.
Translate complex program status and insights into clear, compelling communications for senior leadership.
Act as a trusted liaison between the Head of Transformation & Business Operations and CE team leads.
Partner with the Sr. Director, Customer Excellence Transformation & Operations to define and maintain a prioritized CE initiative portfolio.
Develop and apply prioritization frameworks that align with CCO strategic objectives and business impact.
Monitor and direct resource allocation and capacity across the CE portfolio to optimize execution.
Drive quarterly and annual planning cycles to ensure the portfolio remains aligned with evolving priorities.
Establish and continuously improve PMO standards, tools, and processes across the CE organization.
Define and implement best-practice project management methodologies tailored to CE's operating model.
Identify opportunities to streamline workflows, eliminate duplication, and improve cross-team coordination.
Support the development of a performance-driven culture through clear OKRs, KPIs, and accountability structures.

Benefits

Employer subsidized medical/vision and dental coverage for full-time employees
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Sick Time Off
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Up to 24 weeks of Parental Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to Udemy online courses
Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)