Senior Principal Customer Programs & Adoption Strategy Manager

Smartsheet•Bellevue, WA

1d•$165,000 - $225,000•Remote

About The Position

Smartsheet is seeking a Senior Principal Customer Adoption Strategy Manager to join their Customer Excellence team. This role is responsible for designing and scaling customer adoption and value realization programs, ensuring customers achieve measurable outcomes throughout their lifecycle, including onboarding, adoption, and renewal. The position involves close collaboration with Product, Customer Excellence, Sales, Revenue Operations, and Enablement to implement structured adoption frameworks and success planning at scale. This is a high-impact role focused on enterprise adoption, retention, and long-term customer value. The position is eligible for remote work from anywhere in the US where Smartsheet is registered.

Requirements

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, MBA preferred.
Willing to travel periodically for onsites and key meetings.
Hands-on experience defining churn mitigation playbooks and programs (including adoption metrics, maturity models, and success criteria) and operationalizing insights into repeatable motions adopted by Customer Excellence teams.
Proven ability to design and operationalize post-sales processes and customer journeys, including onboarding, adoption, success planning, and renewal alignment that tie seamlessly to pre-sales motions.
Strong 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, including multi-product adoption, value realization, and long-term retention drivers.

Responsibilities

Own Smartsheet’s customer adoption strategy, defining structured maturity models and frameworks that guide customers through onboarding, adoption, value realization, and renewal milestones.
Define and operationalize adoption metrics and maturity models in partnership with Product and Business Intelligence, using product usage data and customer insights to drive consistent execution and measurable outcomes.
Collaborate with Data Science teams on predictive modeling that connects to operational strategy, ensuring churn insights directly inform planning, programs, prioritization, and execution across Customer Excellence.
Design and scale best-in-class programs, including adoption playbooks and value frameworks aligned to Smartsheet’s segments. Leverage AI tools to do this at scale and create prompt cookbooks and other AI tools to give CSM teams added lift in completing their jobs.
Partner with Product, Product Marketing and Customer Excellence leaders to translate product capabilities into clear adoption paths, launch frameworks, and customer-facing programs.
Enable Customer Excellence teams through scalable programs and assets, ensuring consistent delivery of high-impact adoption experiences across enterprise accounts.

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)