Sr. CE Program Manager

Smartsheet•Bellevue, WA

2d•$135,000 - $172,500•Remote

About The Position

As the Sr. CE Program Manager, you will serve as a strategic partner to the Sr. Director, Customer Adoption Programs & Strategy in leading customer excellence programs. This role combines day-to-day program management with strategic planning, cross-functional collaboration, and performance analytics. You will drive strategic customer experience initiatives, evaluate new tools and processes, own performance reporting, and build frameworks that inform how we optimize for adoption, retention, and customer value. This role requires both tactical execution excellence and the ability to think strategically about how business changes impact our customer experience programs, while partnering closely with BI, Customer Success, Scale, Product Marketing, and other teams to deliver unified customer experiences.

Requirements

8+ years in program management, preferably in SaaS or Customer Success environments
Expertise in program management tools, marketing automation platforms (Marketo, Salesforce), Gainsight Journey Orchestrator, and analytics tools (Tableau)
Strong understanding of program management, lifecycle marketing and customer engagement strategies
Proven ability to use data to drive decisions and optimize engagement strategies
Experience representing a function or team in cross-functional leadership settings
Strong analytical and strategic thinking skills with the ability to conduct impact analysis and scenario planning
Excellent communication and presentation skills
Demonstrated ability to evaluate tools, processes, and workflows systematically
Experience building performance reporting frameworks and translating data into actionable insights
Ability to balance hands-on execution with strategic thinking and team leadership

Nice To Haves

Knowledge and experience with Smartsheet is beneficial but not required

Responsibilities

Represent the customer experience in field meetings and cross-functional forums, ensuring customer experience strategies align with broader Customer Success objectives
Serve as a strategic thought partner to the Customer Experience and Customer Success teams on opportunities and decision-making that further enhance the customer journey
Support the evaluation of tools, processes, and workflows
Partner with business partner leadership on strategic initiatives that bridge digital and scale motions
Present on behalf of leadership in internal and external forums
Design, build, and iterate multi-channel customer engagement mechanisms aligned with Customer Success objectives
Develop end-to-end strategies utilizing Customer Journey Mapping that support onboarding, adoption, and expansion motions
Utilize product usage and behavioral data to personalize engagement for different customer personas and lifecycle stages
Collaborate with UX and Product teams to incorporate learnings from research on retention and product adoption into engagement strategy and execution
Implement testing and continuous improvement processes to maximize program impact
Act as primary liaison with key partners to ensure seamless alignment with program launches and overall business strategy
Own performance reporting for programs, measuring adoption, retention, and allocation effectiveness
Monitor program performance, analyze Customer Success KPIs, and optimize for adoption and program outcomes
Partner with BI and CS Data Analysts to build and maintain data models
Conduct cohort analysis to compare program effectiveness across segments and timeframes
Translate complex data findings into executive-level insights and recommendations
Develop frameworks for measuring the impact of strategic initiatives
Practice and refine analytical approaches in forums like Run the Business and Quarterly Business Review
Lead or contribute to strategic projects, including onboarding evolution, tool evaluations, and process improvements
Lead retrospectives on engagement performance to identify learnings and drive continuous improvement
Assess how business changes and opportunities impact programs
Think through different approaches and scenarios before implementing changes
Contribute to planning cycles and strategic roadmap development

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)