[Remote] Principal Customer Risk & Retention Strategy Manager

Note: The job is a remote job and is open to candidates in USA. Smartsheet 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.

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

Skills

• 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 Overview

• Smartsheet is a cloud-based work management platform that empowers collaboration, drives better decision-making, and accelerates innovation. It was founded in 2005, and is headquartered in Bellevue, Washington, USA, with a workforce of 1001-5000 employees. Its website is https://www.smartsheet.com.

Company H1B Sponsorship

• Smartsheet has a track record of offering H1B sponsorships, with 59 in 2025, 59 in 2024, 46 in 2023, 57 in 2022, 32 in 2021, 41 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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