Smartsheet · 23 hours ago
Principal Customer Risk & Retention Strategy Manager
United States
Full-time
Remote
Lead/Staff
$135K/yr - $172K/yr
12+ years expSmartsheet is a tech company that empowers teams to manage projects and automate workflows. They are seeking a Principal Customer Risk & Retention Strategy Manager to lead customer risk and churn mitigation programs, design predictive models, and enhance customer health frameworks to improve retention metrics.
Cloud ManagementEnterpriseSaaSSoftware
Responsibilities
Own Smartsheet’s customer risk and churn mitigation 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
Qualification
Required
12+ years of experience in Customer Success, Sales, Sales Operations, Account Management or related experience in a SaaS
5+ years experience in people and 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
Benefits
HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options 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)
Company
Smartsheet
Smartsheet is a cloud-based work management platform that empowers collaboration, drives better decision-making, and accelerates innovation.
1001-5000 employees
H1B Sponsorship
Smartsheet has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (59)
2024 (59)
2023 (46)
2022 (57)
2021 (32)
2020 (41)
Funding
Current Stage
Public CompanyTotal Funding
$3.35BKey Investors
Insight PartnersSutter Hill VenturesInsight Partners,Madrona
2024-09-24Private Equity
2024-09-24Post Ipo Debt· $3.2B
2024-09-24Acquired
Leadership Team
Min Wang
VP, Digital Marketing
Daniel Bloom
Director, Strategic Solutions
Recent News
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2026-02-05
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