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Smartsheet logo
Smartsheet

Modern work management platform

Principal Customer Risk & Retention Strategy Manager

RiskRiskOtherRemoteLeadTeam 1,001-5,000Since 2005H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

128 days ago

Salary

$135K - $172.5K / year

Seniority

Lead

Bachelor Degree12 yrs expEnglish

Job Description

Principal Customer Risk & Retention Strategy Manager

Smartsheet

• 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

Job Requirements

  • 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)

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