Principal Customer Programs & Adoption Strategy Manager

Introduction

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday.

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.

We are looking for a Principal Customer Adoption Strategy Manager to join Smartsheet’s Customer Excellence team. This role is responsible for designing and scaling Smartsheet’s customer adoption and value realization programs, ensuring customers achieve measurable outcomes across onboarding, adoption, and renewal milestones. You will partner closely with Product, Customer Excellence, Sales, Revenue Operations, and Enablement to operationalize structured adoption frameworks and success planning at scale. This is a highly visible role with direct impact on enterprise adoption, retention, and long-term customer value.

This is a remote eligible position and you may work remotely from anywhere in the US where Smartsheet is registered.

You Will:

• 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

You Have:

• 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
• Bachelor's degree, MBA preferred
• 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