高级CE项目经理
Sr. CE Program Manager
超过20年，Smartsheet 一直赋能团队无缝管理任务并更智能地扩展解决方案。如今，在我们最雄心勃勃的篇章中，我们正将人类团队与AI代理相结合。通过协调代理擅长的工作，自动化手动任务，并在大规模中挖掘洞察，我们为人们腾出空间，专注于真正重要的事情：判断力、创造力和宏观思考。这就是工作中的魔法，也是我们每天所追求的。
**职位概览：**
作为高级客户体验项目经理，你将作为高级总监、客户采纳计划与策略的策略伙伴，领导客户卓越计划。该职位结合日常项目管理与战略规划、跨职能协作和绩效分析。你将推动战略客户体验举措，评估新工具和流程，负责绩效报告，并建立框架，指导我们如何优化采纳率、留存率和客户价值。该职位需要兼具战术执行的卓越能力，以及从战略角度思考业务变化如何影响客户体验计划的能力，同时与BI、客户成功、规模化、产品营销及其他团队紧密合作，以提供统一的客户体验。
**你将：**
**战略领导与代表**
- 在现场会议和跨职能论坛中代表客户体验，确保客户体验策略与更广泛的客户成功目标保持一致
- 作为客户体验和客户成功团队的战略思想伙伴，就进一步提升客户旅程的机会和决策提供建议
- 支持工具、流程和工作流的评估
- 与业务合作伙伴领导层合作，推进连接数字化和规模化动作的战略举措
- 代表领导层在内部和外部论坛上进行演讲
**计划策略与执行**
- 设计、构建并迭代符合客户成功目标的多渠道客户参与机制
- 利用客户旅程地图开发端到端策略，支持入职、采纳和扩展动作
- 利用产品使用和行为数据，为不同客户角色和生命周期阶段定制参与内容
- 与UX和产品团队合作，将关于留存和产品采纳的研究成果纳入参与策略和执行中
- 实施测试和持续改进
查看英文原文
For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day.
**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
**Get to Know Us:**
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.
**Equal Opportunity Employer:**
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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