Senior Customer Excellence Program Manager

Title: Sr. CE Program Manager

Location: Bellevue, WA, USA

Job Description:

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day.

Role Overview:

As the Sr. CE Program Manager, you will serve as a strategic partner to the Sr. Director, Customer Adoption Programs & Strategy in leading customer excellence programs. This role combines day-to-day program management with strategic planning, cross-functional collaboration, and performance analytics. You will drive strategic customer experience initiatives, evaluate new tools and processes, own performance reporting, and build frameworks that inform how we optimize for adoption, retention, and customer value. This role requires both tactical execution excellence and the ability to think strategically about how business changes impact our customer experience programs, while partnering closely with BI, Customer Success, Scale, Product Marketing, and other teams to deliver unified customer experiences.

You Will:

Strategic Leadership & Representation

• Represent the customer experience in field meetings and cross-functional forums, ensuring customer experience strategies align with broader Customer Success objectives
• Serve as a strategic thought partner to the Customer Experience and Customer Success teams on opportunities and decision-making that further enhance the customer journey
• Support the evaluation of tools, processes, and workflows 
• Partner with business partner leadership on strategic initiatives that bridge digital and scale motions
• Present on behalf of leadership in internal and external forums

Program Strategy & Execution

• Design, build, and iterate multi-channel customer engagement mechanisms aligned with Customer Success objectives
• Develop end-to-end strategies utilizing Customer Journey Mapping that support onboarding, adoption, and expansion motions
• Utilize product usage and behavioral data to personalize engagement for different customer personas and lifecycle stages
• 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
• Act as primary liaison with key partners to ensure seamless alignment with program launches and overall  business strategy

Performance & Analytics Ownership

• Own performance reporting for programs, measuring adoption, retention, and allocation effectiveness
• Monitor program performance, analyze Customer Success KPIs, and optimize for adoption and program outcomes
• Partner with BI and CS Data Analysts to build and maintain data models
• Conduct cohort analysis to compare program effectiveness across segments and timeframes
• Translate complex data findings into executive-level insights and recommendations
• Develop frameworks for measuring the impact of strategic initiatives
• Practice and refine analytical approaches in forums like Run the Business and Quarterly Business Review

Strategic Initiatives

• Lead or contribute to strategic projects, including onboarding evolution, tool evaluations, and process improvements
• Lead retrospectives on engagement performance to identify learnings and drive continuous improvement
• Assess how business changes and opportunities impact programs
• Think through different approaches and scenarios before implementing changes
• Contribute to planning cycles and strategic roadmap development

You Have:

• 8+ years in program management, preferably in SaaS or Customer Success environments
• Expertise in program management tools, marketing automation platforms (Marketo, Salesforce), Gainsight Journey Orchestrator,  and analytics tools (Tableau)
• Strong understanding of program management, lifecycle marketing and customer engagement strategies
• Proven ability to use data to drive decisions and optimize engagement strategies
• Experience representing a function or team in cross-functional leadership settings
• Strong analytical and strategic thinking skills with the ability to conduct impact analysis and scenario planning
• Excellent communication and presentation skills
• Demonstrated ability to evaluate tools, processes, and workflows systematically
• Experience building performance reporting frameworks and translating data into actionable insights
• Ability to balance hands-on execution with strategic thinking and team leadership
• Knowledge and experience with Smartsheet is beneficial but not required

Current US Perks & 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

$135,000 - $172,500 USD

Get to Know Us:

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.

Equal Opportunity Employer:

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, India, and Singapore. 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.