Sr. CE Program Manager

Smartsheet
Bellevue
Workplace: RemoteFull timeUSD 135,000 - 172,500 annuallyFunction: Program & Project Management (PMO)Experience: 8+ yearsSkills: ["Communication","Strategic thinking","Analytical thinking","Scenario planning","Cross-functional collaboration"]

Lead customer excellence programs as a strategic partner to the Sr. Director of Customer Adoption Programs & Strategy. Own program strategy and day-to-day execution across multi-channel engagement, customer journey mapping, and persona/lifecycle personalization. Drive performance reporting by measuring adoption and retention, partnering with BI and data analysts to build models and run cohort analysis, and translating insights into executive recommendations and continuous improvement initiatives.

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FursaFursa
Smartsheet
Smartsheet
7 hours ago

Sr. CE Program Manager

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Last checked: 7 hours agoStatus: Live

Job Summary

Lead customer excellence programs as a strategic partner to the Sr. Director of Customer Adoption Programs & Strategy. Own program strategy and day-to-day execution across multi-channel engagement, customer journey mapping, and persona/lifecycle personalization. Drive performance reporting by measuring adoption and retention, partnering with BI and data analysts to build models and run cohort analysis, and translating insights into executive recommendations and continuous improvement initiatives.
Location: Bellevue
Workplace: Remote
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Mid level

Key Responsibilities

  • •Serve as a strategic partner and representative for customer experience initiatives across field meetings and cross-functional forums.
  • •Design and iterate multi-channel customer engagement mechanisms aligned to Customer Success objectives, using customer journey mapping for onboarding, adoption, and expansion.
  • •Own performance reporting for programs, measuring adoption, retention, and effectiveness, and optimize outcomes based on CS KPIs.
  • •Partner with BI and CS data analysts to build and maintain data models and conduct cohort analysis to evaluate program effectiveness across segments and timeframes.
  • •Lead or contribute to strategic projects (onboarding evolution, tool evaluations, process improvements), including retrospectives and continuous improvement.

Pay and Benefits

Salary: USD 135,000 - 172,500 annually
Perks:Health InsuranceDentalVision401kStipendPaid LeaveLife InsuranceDisability InsuranceParental LeavePaid HolidaysVolunteer Day

Key Requirements

  • •8+ years in program management, preferably in SaaS or Customer Success environments.
  • •Experience using program management tools, marketing automation platforms (Marketo, Salesforce), and Gainsight Journey Orchestrator.
  • •Strong analytics capability to drive decisions using tools such as Tableau and performance reporting frameworks.
  • •Proven ability to represent a function or team in cross-functional leadership settings.
  • •Excellent communication and presentation skills, with experience evaluating tools, processes, and workflows systematically.
Experience:8+ yearsSaaSCustomer Success
Skills:CommunicationStrategic thinkingAnalytical thinkingScenario planningCross-functional collaboration
Languages:English
Tech Stack:MarketoSalesforceGainsight Journey OrchestratorTableauCustomer Journey Mapping

Company Brief

Smartsheet
Provides a cloud-based work management platform that enables teams to plan, track, automate, and report on work. Smartsheet combines spreadsheets, collaboration, and workflow automation to help organizations manage projects and processes at scale.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Bellevue, United States
Founded: 2005
WebsiteLinkedIn