Note: The job is a remote job and is open to candidates in USA. Smartsheet empowers teams to manage work seamlessly and scale solutions through work management and AI-powered capabilities. The Sr. CE Program Manager will partner with Customer Experience and Customer Success leadership to lead strategic customer excellence programs, manage cross-functional initiatives, and optimize customer adoption, retention, and value. The role also owns performance reporting, analytics frameworks, tool evaluations, and continuous improvement efforts.
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
Skills
- 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
- Knowledge and experience with Smartsheet is beneficial but not required
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)
- This role will be eligible for a market competitive incentive opportunity.
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