Senior Director, Customer Experience Strategy & Programs

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 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.

You Have:

• 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