Sr. Principal Customer Risk & Retention Strategy Manager

Job Summary

Smartsheet is seeking a Sr. Principal Customer Risk & Retention Strategy Manager to join the Customer Excellence team. This role leads targeted retention programs, churn forecasting, and risk mitigation strategies to improve Gross and Net Revenue Retention.

Key Responsibilities

• Lead a portfolio of customer retention programs, identifying, prioritizing, and addressing at-risk customers across the customer lifecycle
• Operationalize churn forecasting and predictive risk models in partnership with Data Science and Revenue Operations
• Conduct churn analysis and root cause identification, translating insights into targeted mitigation programs and playbooks
• Build and evolve customer health scoring frameworks, embedding them 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
• Design and launch practical, field-ready risk mitigation programs, including playbooks, workflows, and intervention models

Requirements

• 15+ years of experience in Customer Success, Sales, Sales Operations, Account Management, or related experience in a SaaS environment
• 5+ years of experience in people and/or program management
• Bachelor's degree, MBA preferred
• 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

• Current US Perks & Benefits: Employer subsidized medical/vision and dental coverage, 401k Match, Parental Leave, Personal Paid Volunteer Day, Counseling Membership, Local Retail Discounts, Personal Smartsheet Account, Teleworking Options, Company Funded Perks
• Market Competitive Incentive Opportunity