Sr. CE Program Manager

About the role

The will serve as a strategic partner to the Sr. Director, Customer Adoption Programs & Strategy, owning the leadership and execution of customer excellence programs. This role demands a balance of day-to-day program management and high-level strategic planning, requiring the hire to act as a bridge between cross-functional teams to unify customer experiences. The position holder will drive strategic customer experience initiatives, rigorously evaluate new tools and processes, and own performance reporting to ensure alignment with customer value goals. Success in this role requires the ability to think critically about how business changes impact customer experience programs while fostering collaboration with BI, Customer Success, Scale, and Product Marketing. The hire will represent the customer voice in key forums and be accountable for building frameworks that inform adoption, retention, and optimization strategies. This is a leadership position that combines tactical execution with strategic insight to shape the future of customer engagement at Smartsheet.

Key facts

What you'll do

• Design, build, and iterate multi-channel customer engagement mechanisms aligned with Customer Success objectives to create scalable outreach frameworks.
• Develop end-to-end strategies utilizing Customer Journey Mapping that support onboarding, adoption, and expansion motions across diverse customer segments.
• Own performance reporting for programs, measuring adoption, retention, and allocation effectiveness to ensure metrics drive informed decision-making.
• Monitor program performance, analyze Customer Success KPIs, and optimize for adoption and program outcomes through data-informed adjustments.
• Partner with BI and CS Data Analysts to build and maintain data models that provide a reliable foundation for analytics and reporting.
• Conduct cohort analysis to compare program effectiveness across segments and timeframes, identifying trends and opportunities for improvement.
• Utilize product usage and behavioral data to personalize engagement for different customer personas and lifecycle stages, enhancing relevance and impact.
• Collaborate with UX and Product teams to incorporate learnings from research on retention and product adoption into engagement strategy and execution.
• Implement testing and continuous improvement processes to maximize program impact and refine strategies based on empirical results.
• Act as primary liaison with key partners to ensure seamless alignment with program launches and overall business strategy, facilitating coordinated execution.
• Present on behalf of leadership in internal and external forums, articulating the value and direction of customer experience initiatives.
• Support the evaluation of tools, processes, and workflows to identify opportunities for enhancement and innovation in customer programs.
• Partner with business partner leadership on strategic initiatives that bridge digital and scale motions, ensuring cohesive program integration.
• Lead retrospectives on engagement performance to identify learnings and drive continuous improvement in program design and delivery.
• Assess how business changes and opportunities impact programs, proactively recommending adjustments to maintain strategic alignment.
• Think through different approaches and scenarios before implementing changes, ensuring thorough analysis and risk mitigation.
• Contribute to planning cycles and strategic roadmap development, providing program insights that shape long-term customer engagement strategy.

Requirements

• 8+ years in program management, preferably in SaaS or Customer Success environments, demonstrating a proven track record in complex program delivery.
• Expertise in program management tools, marketing automation platforms (Marketo, etc.), and data analytics tools to effectively manage and measure program performance.
• Experience utilizing product usage and behavioral data to inform strategy and personalize customer engagement across diverse segments.
• Demonstrated ability to partner with cross-functional teams, including BI, Customer Success, Scale, and Product Marketing, to achieve unified objectives.
• Strong analytical skills with the capacity to conduct cohort analysis and translate complex data findings into executive-level insights and recommendations.
• Ability to design and implement testing processes that support continuous improvement and maximize program impact over time.
• Experience developing and managing end-to-end customer journey strategies that address onboarding, adoption, and expansion needs.
• Proven capability to present and represent leadership in both internal and external forums, communicating strategy and results with clarity and confidence.