Principal Customer Success Manager - West

Principal Customer Success Manager

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.

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

This role reports to a Director of Customer Success. This role is remote, open to candidates based in the Greater Seattle area.

You Will

• Lead AI-first transformation. Act as a trusted executive advisor, defining and delivering programs from core workflows to AI-powered capabilities that drive measurable business outcomes.
• Own executive relationships. Build multi-threaded, C-suite relationships as a peer and executive sponsor. Learn each customer's business model, strategy, and org structure, and maintain a stakeholder map that holds up through executive turnover.
• Drive growth and manage risk. Lead multi-year commercial, renewal, and expansion strategy with Sales, with direct accountability for retention, expansion, and customer ROI. Spot early risk signals and lead executive-level escalation and resolution.
• Use data to guide strategy. Identify expansion and risk patterns, and share insights that shape CS strategy across the organization.
• Be the Smartsheet authority. Serve as the expert on the Core Platform and Premium Applications, driving enterprise-wide engagement, enablement, and adoption.
• Set the standard for CS. Pioneer AI-driven value plays, then codify them as repeatable AI Adoption Roadmaps, Customer Success Plans, and engagement models other CSMs can adopt. Mentor Sr. CSMs and CSMs.
• Be the voice of the customer. Represent Smartsheet as a thought leader at executive briefings and industry events, and influence Product, Marketing, and Sales on roadmap and go-to-market.
• Partner across teams. Work with Sales, Training, Product, and Professional Services to deliver a consistent customer experience and resolve systemic issues.

You Have

• 10+ years of enterprise Customer Success or Strategic Account Management experience, including multi-year transformational engagements with large, complex SaaS customers.
• Established C-suite relationships at large enterprises, engaging as a peer who influences roadmaps and investment decisions.
• 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, plus a record of cross-functional initiatives tied to retention and expansion.
• A strategic mindset that connects market and customer trends to account strategy, with a deep understanding of your customers' goals and success metrics.
• Autonomy to run the most complex accounts and represent the company's senior voice.
• Recognized expertise in Customer Success strategy and the Smartsheet platform. Current Smartsheet certifications (Core Product, System Administrator, Project Management, Control Center Lead, Control Center Blueprint Builder), or the ability to obtain them within 6 months.
• Willingness to travel 25% for executive briefings, QBRs, and strategic planning.

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

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 pathsbecause 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.

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.