Sr. CE Program Manager

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