Principal Customer Success Manager

About Smartsheet:

For over 20 years, Smartsheet has empowered people and teams to achieve anything. We provide tools for seamless work management, automated processes, insightful analytics, and smarter scaling. We create space for big thinking, decisive action, and impactful work. Our culture is built on the belief that when challenge meets purpose and passion drives progress, magic happens.

About the Role:

Smartsheet is seeking a Principal Customer Success Manager to build high-value, strategic relationships with large, global customers. This role requires extensive SaaS Customer Success experience, strong business acumen, and exceptional communication skills. You will provide thought leadership and mentorship, and lead/contribute to special programs and projects (minimum 10% of working week). This is a career-defining opportunity to join the market leader in Collaborative Work Management (CWM) and influence the future of Customer Success.

This role reports to a Sr. Manager of Sr. Customer Success and offers flexibility to work remotely from the West or Central regions of the US.

You Will:

• Manage a diverse book of business at scale, focusing on engagement, enablement, and adoption.
• Understand customer business models, go-to-market strategies, and organizational structures.
• Create and execute internal territory engagement plans and/or external joint customer enablement plans focused on tailored strategy, proactive risk mitigation, value realization, and expansion.
• Utilize data to gain insights, provide guidance, increase customer adoption, and identify expansion opportunities.
• Lead or influence renewals, partnering with internal teams to mitigate churn and support expansion.
• Positively impact revenue through early risk identification and mitigation, while coaching customers to develop or enhance solutions that drive expansion.
• Support and/or lead high-impact Quarterly Business Reviews (QBRs) and/or Executive Business Reviews (EBRs) to showcase value, review progress, and align on future strategy.
• Serve as a Core Platform and Premium Application Subject Matter Expert (SME), mastering best practices and enablement strategies to drive customer product adoption.
• Act as a thought leader, advising customers on industry best practices and solutions to complex business problems.
• Effectively partner with cross-functional teams (Sales, Training, Product, Professional Services, etc.) by developing strong relationships and coordinating efforts for a unified customer experience.
• Provide customer insights to internal teams (Product Management, Marketing, Sales) to inform innovation and improvement.
• Meet or exceed all performance targets.
• Perform other duties as assigned.

You Have:

• 10+ years of Customer Success or Account Management experience, preferably in a SaaS model.
• A Bachelor's degree in a relevant field or equivalent experience is preferred.
• The ability to operate with nearly full autonomy and very limited oversight.
• A proven track record of leading cross-departmental initiatives and delivering outcomes.
• A history of building successful relationships with VP and C-Level contacts.
• Experience maintaining outcome-based relationships with a diverse customer account base.
• Deep Customer Success and Smartsheet subject matter expertise.
• A proven track record of mentoring peers.
• Up-to-date Smartsheet Certifications (Core Product, System Administrator, Project Management, Control Center Lead, Control Center Blueprint Builder) or the ability to obtain within 6 months.
• Willingness to travel periodically based on customer and business needs.

Current US Perks & Benefits:

• Employer-subsidized medical/vision and dental coverage.
• 401k Match.
• Monthly stipend for work and productivity.
• Flexible Time Away Program, plus Sick Time Off.
• Company-sponsored life insurance, short-term, and long-term disability plans.
• 12 paid holidays per year.
• Up to 24 weeks of Parental Leave.
• Personal paid Volunteer Day.
• Opportunities for professional growth (Udemy access).
• Company-funded perks (counseling, retail discounts, personal Smartsheet account).

US Base Salary Pay Range:

• $135,000—$172,500 USD

Actual compensation is determined by factors including level of experience, education, skills, and candidate location. This role is eligible for a market-competitive incentive opportunity.

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. We welcome diverse perspectives and nontraditional paths. We are committed to fostering an inclusive environment with the best employees.