Sr. Principal Customer Risk & Retention Strategy Manager

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

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

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

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.