Sr. Principal Customer Risk & Retention Strategy Manager

About the role

Smartsheet is seeking a seasoned professional to lead and enhance customer retention initiatives within the Customer Excellence team. This role involves crafting strategies aimed at identifying, predicting, and minimizing customer churn while collaborating closely with teams in Product, Revenue Operations, and Data Science. The successful candidate will have a significant impact on Gross and Net Revenue Retention metrics and should thrive at the intersection of analytics, customer lifecycle management, and interdepartmental collaboration.

Key facts

What you'll do

• Manage a diverse portfolio of retention initiatives, establishing methods for identifying, ranking, and addressing at-risk accounts throughout their journey with Smartsheet.
• Partner with Data Science and Revenue Operations teams to develop and implement churn prediction models and risk assessments that facilitate proactive interventions.
• Perform comprehensive churn analyses to uncover root causes, translating insights into targeted mitigation strategies and well-documented playbooks.
• Create and enhance customer health scoring systems that are predictive, user-friendly, and seamlessly integrated into renewal processes.
• Streamline renewal workflows through automation and process redesign, enhancing efficiency and consistency across various teams.
• Design and implement field-ready intervention programs, including workflows and playbooks, enabling customer-facing teams to execute strategies effectively at scale.
• Collaborate with cross-functional teams to ensure alignment on retention strategies and share best practices across the organization.
• Monitor and report on the effectiveness of retention initiatives, using data-driven insights to refine strategies and improve outcomes continuously.
• Lead training sessions for customer-facing staff to ensure understanding and effective execution of retention strategies and processes.
• Stay informed about industry trends and competitor strategies to continuously enhance Smartsheet's retention efforts.
• Engage in periodic travel for onsite meetings and key stakeholder interactions to foster relationships and drive retention initiatives forward.

Requirements

• A minimum of 15 years of experience in Customer Success, Sales, Sales Operations, Account Management, or related fields within the SaaS industry.
• At least 5 years of experience in managing teams and/or programs effectively.
• A bachelor's degree is required; an MBA is preferred.
• Proven track record in developing and executing retention strategies and reducing churn in a SaaS environment.
• Strong analytical skills with experience in forecasting, including collaboration with Data Science on predictive modeling and churn analysis.
• Demonstrated ability to lead large-scale, cross-functional initiatives from inception to completion, achieving measurable impacts on Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
• Experience in designing and implementing customer health scoring systems and risk frameworks that drive consistent actions from customer-facing teams.
• In-depth understanding of SaaS customer lifecycle economics, including renewals, expansion, risk indicators, and retention drivers across various segments.
• Proven experience in developing churn mitigation playbooks and translating analytical insights into actionable workflows with defined ownership and measurable outcomes.
• Willingness to travel occasionally for onsite meetings and important engagements.

Nice to have

• Familiarity with advanced analytics tools and customer relationship management (CRM) systems.
• Experience in leading change management initiatives within customer success or retention contexts.
• Knowledge of industry best practices in customer retention and engagement strategies.

Skills & tools

• Expertise in churn forecasting and predictive risk modeling techniques.
• Proficient in developing customer health scoring frameworks that drive proactive engagement.
• Strong capabilities in designing and operationalizing retention programs.
• Excellent cross-functional program management skills, ensuring alignment and collaboration across teams.
• Comprehensive understanding of SaaS renewal and expansion economics.

Practical notes

• Smartsheet offers employer-subsidized medical, vision, and dental insurance for full-time employees.
• A 401k matching program is available, contributing 50% of your contributions up to the first 6% of eligible pay.
• Employees receive a monthly stipend to support work and productivity needs.
• The company provides a Flexible Time Away Program along with Sick Time Off.
• Employees enjoy 12 paid holidays each year, in addition to up to 24 weeks of Parental Leave.
• Smartsheet sponsors life insurance, as well as short-term and long-term disability coverage.
• A Personal Paid Volunteer Day is included, along with access to Udemy online courses for professional growth.
• Additional benefits include a counseling membership, local retail discounts, and a personal Smartsheet account.

About the company

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