[Hiring] Director of Customer Success & Renewal Operations @Smartsheet

Role Description

Smartsheet is seeking a Director of Customer Success & Renewal Operations to lead the design and execution of our global Customer Success and Renewals operating models. This role is responsible for converting high-level retention and growth strategies into scalable, repeatable field processes that drive customer lifetime value. You will act as a primary partner for leadership across Go-To-Market (GTM), Product, and Finance to ensure that our success and renewal motions are integrated, efficient, effective, and data-driven.

• Drive Operating Architecture: Lead the long-term design and management of the Customer Success and Renewals operating model, ensuring efficient, consistent, and systematic handoffs across the customer journey.
• Manage Executive Governance: Orchestrate the operating rhythm for the Customer Success and Renewals organization, standardizing churn review cycles, business reviews, renewal reviews, and cross-functional steering committees.
• Operationalize Risk Management: Lead the systematic implementation of the Risk Management framework and the Risk Pipeline methodology, establishing process rigor to track revenue through various stages.
• Commercial Policy and Standards: Partner with Legal and Finance to establish and enforce commercial standards, responsible for the rollout of multi-year contracting, auto-renewal defaults, and commercial uplift policies.
• Scale Adoption Infrastructure: Build the infrastructure needed to resolve the USM Headroom crisis and drive platform adoption at scale, leading the development of standardized onboarding journeys and targeted adoption plays.
• Lead Change Management: Drive the organizational change required to align teams with new accountability models, ensuring clear ownership of renewals and account health across the global organization.

Qualifications

• 14+ years of relevant experience including:
• 10+ years of experience in Revenue Operations, Customer Success Operations, or Strategy.
• 4+ years in a leadership role at a $500M+ ARR SaaS company.

Requirements

• Execution Excellence: A proven ability to take a conceptual framework and build the systems, reporting, and team behaviors needed to sustain it.
• Cross-Functional Influence: Experience navigating complex organizations and negotiating trade-offs between Sales, Product, and Finance leadership.
• Analytical Maturity: Proficiency in forecasting, capacity modeling, and using data to identify operational gaps.
• Strategic Vision: The ability to design infrastructure today that supports the next phase of company growth.

Key Outcomes

• Successful rollout of a unified global risk management and health monitoring framework.
• Improved reliability and predictability of the global churn and renewals forecast.
• Implementation of a mature, scalable digital onboarding and adoption engine.

Benefits

• Medical/vision and dental coverage options for full-time employees
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Sick Time Off
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)

US Base Salary Pay Range

$187,500 — $247,500 USD