Principal Customer Success Manager – Enterprise (West/Central)

Principal Customer Success Manager – Enterprise (West/Central)

Smartsheet is seeking a Principal Customer Success Manager to join our team. We empower people and teams to achieve anything through seamless work management and scalable solutions. We are building tools that automate manual tasks, uncover insights, and enable smarter scaling, creating space for big thinking, action, and impactful work.

This is a permanent, remote role based in the West or Central region of the USA, reporting to a Senior Manager of Senior Customer Success.

About the Role

As a Principal Customer Success Manager, you will focus on building high-value, strategic relationships with large, global enterprise customers. This role requires extensive experience in SaaS Customer Success, strong business acumen, and exceptional communication skills. You will provide thought leadership and mentorship, and contribute to special programs and projects (minimum 10% of your working week). This is a career-defining opportunity to join the market leader in Collaborative Work Management and influence the future of Customer Success.

Key Responsibilities

• Manage a diverse book of business at scale, focusing on engagement, enablement, and adoption.
• Understand customer business models, go-to-market strategies, and organizational structures.
• Create and execute internal territory engagement plans and/or external joint customer enablement plans focused on tailored strategy, proactive risk mitigation, value realization, and expansion.
• Utilize data to gain insights, provide guidance, increase customer adoption, and identify expansion opportunities.
• Lead or influence renewals, partnering with internal teams to mitigate churn and support expansion.
• Positively impact revenue through early risk identification and mitigation, and by coaching customers on solution development for expansion.
• Support and/or lead high-impact Quarterly Business Reviews (QBRs) and/or Executive Business Reviews (EBRs).
• Serve as a Core Platform and Premium Application Subject Matter Expert (SME), mastering best practices to drive customer product adoption.
• Advise customers on industry best practices and complex business problem-solving using the platform.
• Partner effectively with cross-functional teams (Sales, Training, Product, Professional Services) to deliver a unified customer experience.
• Provide customer insights to internal teams (Product Management, Marketing, Sales) to inform innovation.
• Meet or exceed all performance targets.
• Perform other duties as assigned.

Requirements

• 10+ years of Customer Success or Account Management experience, preferably within a SaaS model.
• Bachelor's degree in a relevant field or equivalent experience is preferred.
• Ability to operate with significant autonomy and limited oversight.
• Proven track record of leading cross-departmental initiatives and delivering outcomes.
• History of building successful relationships with VP and C-Level contacts.
• Experience maintaining outcome-based relationships with a diverse customer account base.
• Deep Customer Success and Smartsheet subject matter expertise.
• Proven track record of mentoring peers.
• Up-to-date Smartsheet Certifications (Core Product, System Administrator, Project Management, Control Center Lead, Control Center Blueprint Builder) or the ability to obtain within 6 months.
• Willingness to travel periodically based on customer and business needs.

What We Offer

• Employer-subsidized medical, vision, and dental coverage for full-time employees.
• 401k Match (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.
• Company-sponsored life insurance, short-term, and long-term disability plans.
• 12 paid holidays per year.
• Up to 24 weeks of Parental Leave.
• Personal paid Volunteer Day.
• Opportunities for professional growth and development, including access to Udemy online courses.
• Company-funded perks, including a counseling membership, local retail discounts, and a personal Smartsheet account.
• Teleworking options from any registered location in the U.S.

US Base Salary Pay Range: $135,000—$172,500 USD

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment. We welcome diverse perspectives and provide equal employment opportunities to all qualified applicants.