Principal Customer Success Manager – West

Role Overview

Smartsheet is looking for a Principal Customer Success Manager to own strategic, high-value enterprise relationships, often across multiple business units and regions. The role will partner with C-suite leaders to deliver AI-powered transformation, drive retention and expansion, and set the standard for how the Customer Success team works.

What You Will Do

The Principal Customer Success Manager will lead AI-first transformation, own executive relationships, drive growth and manage risk, use data to guide strategy, be the Smartsheet authority, set the standard for CS, and be the voice of the customer.

Why It Might Be a Fit

The ideal candidate will have 10+ years of enterprise Customer Success or Strategic Account Management experience, established C-suite relationships, experience leading customers through AI or automation adoption, and expertise in outcome-based account strategy at scale.

Requirements

• 10+ years of enterprise Customer Success or Strategic Account Management experience
• Established C-suite relationships at large enterprises
• Experience leading customers through AI or automation adoption with measurable results
• Expertise in outcome-based account strategy at scale, linking adoption to measurable ROI, organizational change, and multi-year value
• A strategic mindset that connects market and customer trends to account strategy, with a deep understanding of your customers’ goals and success metrics
• Recognized expertise in Customer Success strategy and the Smartsheet platform

Benefits

• Employer subsidized medical/vision and dental coverage
• 401k Match
• Monthly stipend to support work and productivity
• Flexible Time Away Program
• 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day
• Opportunities for professional growth and development
• Company Funded Perks
• Teleworking options