Smartsheet

Principal Customer Programs – Adoption Strategy Manager

Smartsheet

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $135,000 - $172,500 per year

Job Level

Lead

About the role

  • 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
  • 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

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
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)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer adoption strategymaturity modelsadoption metricspredictive modelingprogram managementchurn mitigation playbookspost-sales processescustomer journeysonboardingvalue realization
Soft Skills
collaborationleadershipcommunicationstrategic planningexecutioncross-functional initiative managementcustomer insightsprogram designscalabilityhigh-impact delivery
Certifications
Bachelor's degreeMBA