[Hiring] Senior Director, Customer Experience Strategy & Programs @Smartsheet

Role Description

We are looking for a Senior Director, Customer Experience Strategy & Programs to join Smartsheet’s Customer Excellence leadership team. This role will be at the center of defining and scaling Smartsheet’s end-to-end Customer experience as the company continues to grow and serve increasingly complex customers. You will lead the strategy, design, and execution of global Customer Excellence programs that drive adoption, retention, and customer value at scale. This is a high-visibility, high-accountability role that partners closely with senior leaders across Product, Sales, Revenue Operations, and the Executive Team to shape the future of Customer Excellence at Smartsheet.

You will report to the Chief Customer Officer. This is a remote eligible position and you may work remotely from anywhere in the US where Smartsheet is registered.

You Will:

• Create and implement programs and strategy across Customer Excellence, including customer success methodology, digital success and scaled engagement, customer education, executive escalations, voice of customer, and retention & value strategy, consistently fostering product adoption and reducing churn across Smartsheet’s business.
• Act as a strategic partner to executive leaders and teams across Product, Sales, Support, and Revenue Operations, shaping adoption, retention, and growth strategies for Smartsheet’s customers.
• Build, lead and inspire a high-performing global team, developing talent and establishing clear ownership, operating rhythms, and accountability. Establish and build core capabilities in our India Center of Excellence.
• Operate as an essential member of the Customer Excellence Leadership team and trusted teammate with peer executives to design, mobilize, and deliver on our vision for a world class Customer Success organization.
• Leverage customer insights, data, and emerging capabilities (including AI) to anticipate customer needs, innovate Customer Excellence programs, and improve business outcomes at scale.

Qualifications

• 15+ years of experience in Customer Success, Sales, Product Marketing, Product management or GTM strategy within a SaaS environment
• 5+ years experience in people management
• A proven track record building and scaling global Customer Success programs and methodologies, particularly in enterprise or multi-product environments
• Demonstrated experience with interpreting data analytics to derive insight and drive customer value, then turning insights into action to improve results
• Proven track record of operating at both strategic and operational levels, translating long-term vision into executable programs and measurable results
• Strong cross-functional leadership experience, with a history of partnering with Product, Sales, Marketing, Support, and Analytics leaders to drive aligned outcomes
• Executive presence and influence, with comfort engaging C-level stakeholders internally and with customers, and leading through transformation and change
• Bachelor's degree, MBA preferred
• Able to travel up to 25%, with some international travel required

Benefits

• Employer subsidized medical/vision and dental coverage 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)
• Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity.
• US Base Salary Pay Range: $187,500 — $267,500 USD

Company Description

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.