Senior Principal Customer Adoption Strategy Manager
S
SmartsheetSaaS
You may work remotely from anywhere in the US where Smartsheet is registeredFull-TimePrincipal
Salary165,000 - 225,000 USD per year
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Job Details
- Experience
- 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
- Required Skills
- Product ManagementData scienceCustomer SuccessSaaS
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
- Hands-on experience defining churn mitigation playbooks and programs
- Proven ability to design and operationalize post-sales processes and customer journeys
- Strong program leadership experience, leading complex, cross-functional initiatives
- Deep understanding of enterprise SaaS customer dynamics
Responsibilities
- Own Smartsheet’s customer adoption strategy, defining structured maturity models and frameworks
- Define and operationalize adoption metrics and maturity models in partnership with Product and Business Intelligence
- Collaborate with Data Science teams on predictive modeling that connects to operational strategy
- Design and scale best in class programs, including adoption playbooks and value frameworks
- Leverage AI tools and create prompt cookbooks for CSM teams
- Partner with Product, Product Marketing and Customer Excellence leaders to translate product capabilities into clear adoption paths
- Enable Customer Excellence teams through scalable programs and assets
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