Senior Director, Customer Experience Strategy & Programs

Smartsheet

Bellevue, WA, United States
Base: $187,500 - $267,500 usd; bonus/equity: marke...
On-site
15+ years saas experience
5+ years people management
Global customer success program scaling
Smartsheet is seeking a Senior Director of Customer Experience Strategy & Programs to lead and scale their Customer Excellence initiatives. The role requires extensive experience in customer success within a SaaS environment and focuses on enhancing customer engagement and reducing churn

Job Summary

  • This role leads the strategy and execution of global Customer Excellence programs to drive adoption, retention, and value at scale.
  • The successful candidate will report to the Chief Customer Officer and partner with senior leaders across Product, Sales, and Revenue Operations.
  • Smartsheet offers competitive benefits including a 401k match, flexible time away, and up to 24 weeks of parental leave.

Matching Summary

Match Score: 85

Smartsheet is seeking a Senior Director of Customer Experience Strategy & Programs to lead and scale their Customer Excellence initiatives. The role requires extensive experience in customer success within a SaaS environment and focuses on enhancing customer engagement and reducing churn.

Salary

Base: $187,500 - $267,500 USD; Bonus/Equity: Market competitive incentive opportunity; Benefits: Medical/vision/dental, 401k match, parental leave

Skills & Requirements

Must-have

  • 15+ years SaaS experience
  • 5+ years people management
  • Global customer success program scaling
  • Data analytics interpretation
  • Cross-functional executive partnership

Nice-to-have

  • AI capability integration
  • India Center of Excellence building
  • MBA preferred
  • Strategic transformation leadership
  • Enterprise multi-product environment

Key Requirements

  • Bachelor's degree required
  • 15+ years in Customer Success or GTM strategy
  • 5+ years in people management
  • Ability to travel up to 25%

Work Rights

Must be authorized to work in the US where Smartsheet is registered

Tailored Resume

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