Senior Director, Customer Experience Strategy & Programs

Smartsheet•Bellevue, WA

2d•Remote

About The Position

Smartsheet is seeking a Senior Director, Customer Experience Strategy & Programs to join its Customer Excellence leadership team. This role is central to defining and scaling Smartsheet’s end-to-end Customer experience as the company grows and serves increasingly complex customers. The position will lead the strategy, design, and execution of global Customer Excellence programs aimed at driving adoption, retention, and customer value at scale. This is a high-visibility, high-accountability role that collaborates closely with senior leaders across Product, Sales, Revenue Operations, and the Executive Team to shape the future of Customer Excellence at Smartsheet. The role reports to the Chief Customer Officer and is eligible for remote work from anywhere in the US where Smartsheet is registered.

Requirements

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
Strong 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
Bachelor's degree

Nice To Haves

MBA preferred

Responsibilities

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.
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.
Build, lead and inspire a high-performing global team, developing talent and establishing clear ownership, operating rhythms, and accountability.
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, mobilize, and deliver on our vision for a world class Customer Success organization.
Leverage customer insights, data, and emerging capabilities (including AI) to anticipate customer needs, innovate Customer Excellence programs, and improve business outcomes at scale.

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)