Principal Customer Success Manager - West

Smartsheet•Bellevue, WA

20h•Remote

About The Position

Smartsheet is looking for a Principal Customer Success Manager to own our most strategic, highest-value enterprise relationships, often across multiple business units and regions. You will partner with C-suite leaders to deliver AI-powered transformation, drive retention and expansion, and set the standard for how our Customer Success team works. This role reports to a Director of Customer Success. This role is remote, open to candidates based in the Greater Seattle area.

Requirements

10+ years of enterprise Customer Success or Strategic Account Management experience, including multi-year transformational engagements with large, complex SaaS customers.
Established C-suite relationships at large enterprises, engaging as a peer who influences roadmaps and investment decisions.
Experience leading customers through AI or automation adoption with measurable results.
Expertise in outcome-based account strategy at scale, linking adoption to measurable ROI, organizational change, and multi-year value, plus a record of cross-functional initiatives tied to retention and expansion.
A strategic mindset that connects market and customer trends to account strategy, with a deep understanding of your customers' goals and success metrics.
Autonomy to run the most complex accounts and represent the company's senior voice.
Recognized expertise in Customer Success strategy and the Smartsheet platform.
Current Smartsheet certifications (Core Product, System Administrator, Project Management, Control Center Lead, Control Center Blueprint Builder), or the ability to obtain them within 6 months.
Willingness to travel 25% for executive briefings, QBRs, and strategic planning.

Responsibilities

Lead AI-first transformation. Act as a trusted executive advisor, defining and delivering programs from core workflows to AI-powered capabilities that drive measurable business outcomes.
Own executive relationships. Build multi-threaded, C-suite relationships as a peer and executive sponsor. Learn each customer's business model, strategy, and org structure, and maintain a stakeholder map that holds up through executive turnover.
Drive growth and manage risk. Lead multi-year commercial, renewal, and expansion strategy with Sales, with direct accountability for retention, expansion, and customer ROI. Spot early risk signals and lead executive-level escalation and resolution.
Use data to guide strategy. Identify expansion and risk patterns, and share insights that shape CS strategy across the organization.
Be the Smartsheet authority. Serve as the expert on the Core Platform and Premium Applications, driving enterprise-wide engagement, enablement, and adoption.
Set the standard for CS. Pioneer AI-driven value plays, then codify them as repeatable AI Adoption Roadmaps, Customer Success Plans, and engagement models other CSMs can adopt.
Mentor Sr. CSMs and CSMs.
Be the voice of the customer. Represent Smartsheet as a thought leader at executive briefings and industry events, and influence Product, Marketing, and Sales on roadmap and go-to-market.
Partner across teams. Work with Sales, Training, Product, and Professional Services to deliver a consistent customer experience and resolve systemic issues.

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)