Sr. Principal Customer Risk & Retention Strategy Manager

About this role

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.

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 Sr. Principal Customer Risk & Retention Strategy Manager to join Smartsheet’s Customer Excellence team. In this role, you will lead a portfolio of targeted retention programs, including key account motions, that complement Customer Excellence’s efforts to identify, forecast, and mitigate customer churn. You will partner closely with Customer Excellence, Product, Revenue Operations, and Data Science. This is a highly visible role with direct impact on Gross and Net Revenue Retention, shaping how Smartsheet proactively manages customer risk at scale. The opportunity is ideal for a strategic operator who thrives at the intersection of data, customer lifecycle strategy, and cross-functional execution.

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

You Will:

• Lead a portfolio of customer retention programs , defining how at-risk customers are identified, prioritized, and addressed across the customer lifecycle

• Design and operationalize churn forecasting and predictive risk models in partnership with Data Science and Revenue Operations to enable proactive retention actions

• Lead churn analysis and root cause identification, translating insights into targeted, high-impact mitigation programs and playbooks

• Build and evolve customer health scoring frameworks that are predictive, actionable, and embedded into Customer Excellence and renewal workflows

• Scale risk mitigation through automation and process design, improving renewal journeys, cash-to-close efficiency, and consistency of execution across teams

• Design and launch practical, field-ready risk mitigation programs, including playbooks, workflows, and intervention models that Customer Excellence and renewal teams can execute consistently at scale

You Have:

• 15+ years of experience in Customer Success, Sales, Sales Operations, Account Management or related experience in a SaaS

• 5+ years experience in people and/or program management

• Bachelor's degree, MBA preferred

• Willing to travel periodically for onsites and key meetings

• Deep experience in retention strategy within a SaaS environment, with demonstrated ownership of churn reduction initiatives

• Strong analytical and forecasting expertise, including experience partnering with Data Science teams on predictive modeling, health scoring, and churn forecasting

• Proven track record leading large, cross-functional programs from strategy through execution with measurable impact on retention metrics (GRR, NRR)

• Expertise designing and operationalizing customer health scores and risk frameworks that drive consistent, proactive action by customer-facing teams

• Strong understanding of SaaS customer lifecycle economics, including renewals, expansion, risk signals, and retention levers across segments

• Hands-on experience building and operationalizing churn mitigation playbooks and programs, translating insights into repeatable workflows, clear ownership models, and measurable outcomes

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 $175,000 — $240,000 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,

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