Principal Customer Risk & Retention Strategy Manager

Smartsheet

5h•Remote

About The Position

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 Principal Customer Risk & Retention Strategy Manager to join Smartsheet’s Customer Excellence team. In this role, you will own Smartsheet’s end-to-end approach to identifying, forecasting, and mitigating customer churn, partnering closely with Customer Excellence, Product, Revenue Operations, and Data Science. This is a highly visible role with direct impact on Gross and Net Revenue Retention, shaping how Smartsheet proactively manages customer risk at scale. The opportunity is ideal for a strategic operator who thrives at the intersection of data, customer lifecycle strategy, and cross-functional execution. This is a remote eligible position and you may work remotely from anywhere in the US where Smartsheet is registered.

Requirements

12+ years of experience in Customer Success, Sales, Sales Operations, Account Management or related experience in a SaaS
5+ years experience in people and program management
Bachelor's degree, MBA preferred
Willing to travel periodically for onsites and key meetings
Deep experience in retention strategy within a SaaS environment, with demonstrated ownership of churn reduction initiatives
Strong analytical and forecasting expertise, including experience partnering with Data Science teams on predictive modeling, health scoring, and churn forecasting
Proven track record leading large, cross-functional programs from strategy through execution with measurable impact on retention metrics (GRR, NRR)
Expertise designing and operationalizing customer health scores and risk frameworks that drive consistent, proactive action by customer-facing teams
Strong understanding of SaaS customer lifecycle economics, including renewals, expansion, risk signals, and retention levers across segments
Hands-on experience building and operationalizing churn mitigation playbooks and programs, translating insights into repeatable workflows, clear ownership models, and measurable outcomes

Responsibilities

Own Smartsheet’s customer risk and churn mitigation programs, defining how at-risk customers are identified, prioritized, and addressed across the customer lifecycle
Design and operationalize churn forecasting and predictive risk models in partnership with Data Science and Revenue Operations to enable proactive retention actions
Lead churn analysis and root cause identification, translating insights into targeted, high-impact mitigation programs and playbooks
Build and evolve customer health scoring frameworks that are predictive, actionable, and embedded into Customer Excellence and renewal workflows
Scale risk mitigation through automation and process design, improving renewal journeys, cash-to-close efficiency, and consistency of execution across teams
Design and launch practical, field-ready risk mitigation programs, including playbooks, workflows, and intervention models that Customer Excellence and renewal teams can execute consistently at scale

Benefits

HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options 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)