Principal Customer Risk & Retention 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
About the role
- Own Smartsheet’s customer risk and churn mitigation programs, defining how at-risk customers are identified, prioritized, and addressed across the customer lifecycle
- Design and operationalize churn forecasting and predictive risk models in partnership with Data Science and Revenue Operations to enable proactive retention actions
- Lead churn analysis and root cause identification, translating insights into targeted, high-impact mitigation programs and playbooks
- Build and evolve customer health scoring frameworks that are predictive, actionable, and embedded into Customer Excellence and renewal workflows
- Scale risk mitigation through automation and process design, improving renewal journeys, cash-to-close efficiency, and consistency of execution across teams
- Design and launch practical, field-ready risk mitigation programs, including playbooks, workflows, and intervention models that Customer Excellence and renewal teams can execute consistently at scale
Requirements
- 12+ years of experience in Customer Success, Sales, Sales Operations, Account Management or related experience in a SaaS
- 5+ years experience in people and program management
- Bachelor's degree, MBA preferred
- Willing to travel periodically for onsites and key meetings
- Deep experience in retention strategy within a SaaS environment, with demonstrated ownership of churn reduction initiatives
- Strong analytical and forecasting expertise, including experience partnering with Data Science teams on predictive modeling, health scoring, and churn forecasting
- Proven track record leading large, cross-functional programs from strategy through execution with measurable impact on retention metrics (GRR, NRR)
- Expertise designing and operationalizing customer health scores and risk frameworks that drive consistent, proactive action by customer-facing teams
- Strong understanding of SaaS customer lifecycle economics, including renewals, expansion, risk signals, and retention levers across segments
- Hands-on experience building and operationalizing churn mitigation playbooks and programs, translating insights into repeatable workflows, clear ownership models, and measurable outcomes
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
churn forecastingpredictive modelingcustomer health scoringrisk frameworksdata analysisprogram managementprocess designautomationSaaS retention strategychurn reduction initiatives
Soft Skills
leadershipanalytical skillscross-functional collaborationcommunicationproblem-solvingstrategic thinkingexecutionorganizational skillsadaptabilitycustomer-centric mindset
Certifications
Bachelor's degreeMBA