Senior Principal Customer Programs & Adoption Strategy Manager

Smartsheet is a tech company that empowers teams to manage projects and automate workflows. They are seeking a Senior Principal Customer Adoption Strategy Manager to design and scale customer adoption and value realization programs, ensuring measurable outcomes across onboarding, adoption, and renewal milestones.

Responsibilities:

• 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.  Leverage AI tools to do this at scale and create prompt cookbooks and other AI tools to give CSM teams added lift in completing their jobs
• 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