Smartsheet · 1 day ago
Principal Customer Programs & Adoption Strategy Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
$135K/yr - $172K/yr
10+ years expSmartsheet is a tech company dedicated to empowering teams to manage projects and automate workflows. They are seeking a Principal Customer Adoption Strategy Manager to design and scale customer adoption programs, ensuring measurable outcomes across onboarding and renewal milestones while collaborating with various teams to operationalize structured frameworks.
Cloud ManagementEnterpriseSaaSSoftware
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
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
Qualification
Required
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
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
Preferred
MBA preferred
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)
Company
Smartsheet
Smartsheet is a cloud-based work management platform that empowers collaboration, drives better decision-making, and accelerates innovation.
1001-5000 employees
H1B Sponsorship
Smartsheet has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (59)
2024 (59)
2023 (46)
2022 (57)
2021 (32)
2020 (41)
Funding
Current Stage
Public CompanyTotal Funding
$3.35BKey Investors
Insight PartnersSutter Hill VenturesInsight Partners,Madrona
2024-09-24Private Equity
2024-09-24Post Ipo Debt· $3.2B
2024-09-24Acquired
Leadership Team
Min Wang
VP, Digital Marketing
Daniel Bloom
Director, Strategic Solutions
Recent News
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-02-05
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