Director, Customer Success – Renewal Operations

Role Overview

• Drive Operating Architecture: Lead the long-term design and management of the Customer Success and Renewals operating model. You will ensure handoffs across the customer journey, from initial implementation to long-term renewal, are efficient, consistent, and systematic.
• Manage Executive Governance: Orchestrate the operating rhythm for the Customer Success and Renewals organization. This work includes standardizing churn review cycles, business reviews, renewal reviews, and cross-functional steering committees to keep leadership aligned on the health of the business.
• Operationalize Risk Management: Lead the systematic implementation of the Risk Management framework and the Risk Pipeline methodology. You will establish the process rigor required to track revenue through identified, verifying, mitigating, and saved stages while overseeing the evolution of the Early Warning System from baseline health signals to predictive, automated intervention.
• Commercial Policy and Standards: Partner with Legal and Finance to establish and enforce commercial standards. You are responsible for the system and process rollout of multi-year contracting, auto-renewal defaults, and commercial uplift policies.
• Scale Adoption Infrastructure: Build the infrastructure needed to resolve the USM Headroom crisis and drive platform adoption at scale. You will lead the development of standardized onboarding journeys and targeted adoption plays that utilize data-driven conversion triggers and high-value actions to support a product-led success model.
• Lead Change Management: Drive the organizational change required to align teams with new accountability models. You will ensure clear ownership of renewals and account health is maintained across the global organization.

Requirements

• 14+ years of relevant experience including:
• 10+ years of experience in Revenue Operations, Customer Success Operations, or Strategy.
• 4+ years in a leadership role at a $500M+ ARR SaaS company.
• Execution Excellence: A proven ability to take a conceptual framework and build the systems, reporting, and team behaviors needed to sustain it.
• Cross-Functional Influence: Experience navigating complex organizations and negotiating trade-offs between Sales, Product, and Finance leadership.
• Analytical Maturity: Proficiency in forecasting, capacity modeling, and using data to identify operational gaps.
• Strategic Vision: The ability to design infrastructure today that supports the next phase of company growth.

Benefits

• 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)