Principal Customer Success Manager - West

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.