Role Description We are looking for a Sr. Principal Customer Risk & Retention Strategy Manager to join Smartsheet’s Customer Excellence team. In this role, you will lead a portfolio of targeted retention programs, including key account motions, that complement Customer Excellence’s efforts to identify, forecast, and mitigate customer churn. You will partner closely with Customer Excellence, Product, Revenue Operations, and Data Science. This is a highly visible role with direct impact on Gross and Net Revenue Retention, shaping how Smartsheet proactively manages customer risk at scale. The opportunity is ideal for a strategic operator who thrives at the intersection of data, customer lifecycle strategy, and cross-functional execution. This is a remote eligible position and you may work remotely from anywhere in the US where Smartsheet is registered. - Lead a portfolio of customer retention 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. Qualifications - 15+ years of experience in Customer Success, Sales, Sales Operations, Account Management or related experience in a SaaS. - 5+ years experience in people and/or 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 - Employer subsidized medical/vision and dental coverage 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). - 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. - This role will be eligible for a market competitive incentive opportunity. - US Base Salary Pay Range: $175,000 — $240,000 USD.

• Assess current-state data catalog, metadata management, and data governance capabilities. • Conduct stakeholder interviews and workshops with business and technical teams. • Identify critical data assets, metadata requirements, stewardship needs, and ownership gaps. • Analyze customer data creation, maintenance, and consumption processes. • Document key data flows, systems, dependencies, risks, and improvement opportunities. • Gather and prioritize business requirements for data catalog and governance initiatives. • Develop and recommend a practical enterprise data catalog strategy. • Define priority data catalog use cases and adoption roadmap. • Establish metadata management standards, taxonomy, classification, and onboarding criteria. • Support implementation of metadata management best practices. • Drive adoption of data catalog capabilities across business and technical communities. • Support the establishment and operationalization of enterprise data governance. • Define data domains, ownership structures, stewardship models, and accountability mechanisms. • Define roles and responsibilities for Data Owners, Data Stewards, Data Custodians, Business Users, Technical Teams. • Govern and standardize key customer concepts including: Customer Lifecycle, Customer Journey, Customer Experience, Customer Interactions, Customer Value. • Ensure alignment with CRM and MDM initiatives. • Support data quality improvement initiatives. • Prepare governance documentation, assessments, evidence, and recommendations. • Identify data quality issues and recommend remediation approaches. • Support regulatory and organizational compliance requirements. • Support the design and delivery of the organization's Data Literacy Program. • Promote data culture and adoption of governance practices.

• Provide technical leadership and operational oversight for CrowdStrike's IAM program, with direct responsibility for the Identity Governance & Administration (IGA) team. • Lead and manage globally distributed teams responsible for IGA, and supporting enterprise systems such as ERP, CRM, HRIS, SaaS, and public/private cloud environments. • Define, execute, and scale a comprehensive Role-Based Access Control (RBAC) and governance framework, with a heavy focus on securing Non-Human Identities (NHI) including service accounts, API keys, secrets, certificates, and autonomous AI agents. • Partner with Engineering, Security, and Product teams to embed IAM controls into product development lifecycle and platform architecture. • Own the operational health, scalability, and reliability of IAM platforms and services, ensuring timely and accurate access delivery. • Establish, refine, and enforce IAM processes, tools, and operating models that balance security, compliance, and user experience. • Partner with Information Security, Risk, and Compliance teams to ensure IAM services align with zero-trust principles, internal policies, and industry standards. • Act as a key point of engagement for business and IT stakeholders to understand access requirements and deliver secure, scalable identity solutions. • Champion the implementation of least-privilege methodologies and industry-leading standards throughout the identity lifecycle, prioritizing the persistent optimization of user permissions and the enforcement of rigorous privileged account protections. • Lead engineering efforts to build automated IAM workflows and enterprise application integrations, optimizing self-service access requests, birthright provisioning, approvals, and continuous access certifications. • Define service level expectations and measure IAM performance, availability, and customer satisfaction. • Review IAM-related project designs and delivery to ensure alignment with cost, quality, and schedule expectations. • Guide the documentation, implementation, and continuous improvement of IAM-related policies, procedures, and standards. • Recruit, develop, and retain IAM talent, fostering a culture of accountability, growth, and customer-focused service delivery.

Role Description We are seeking a dedicated Fire Risk Assessor to join our risk assessment team. In this role, you will be responsible for conducting thorough fire risk assessments across various types of sites and buildings. While the primary location will be within the South East of England, there are also UK-wide assignments. As a Fire Risk Assessor, you will be responsible for conducting thorough fire risk assessments in line with current fire safety regulations. You will provide expert advice to clients, produce detailed reports, and recommend solutions to mitigate fire risks. Key Responsibilities - Conduct fire risk assessments in commercial and residential properties. - Identify fire hazards and evaluate risks in line with relevant regulations (e.g., The Regulatory Reform (Fire Safety) Order 2005). - Produce detailed fire risk assessment reports and action plans. - Provide practical recommendations to improve fire safety and compliance. - Advise clients on fire safety legislation and best practices. Qualifications - Previous experience in fire risk assessment and/or fire safety consultancy. - Recognised fire risk assessment qualification (e.g., NEBOSH Fire Safety Certificate, Fire Risk Assessment competency scheme, IFSM, IFE accreditation). - Strong knowledge of UK fire safety regulations and best practices. - Excellent report-writing and communication skills. - A full UK driving license. - The willingness to travel and, where required, stay away. Benefits - Competitive salary and benefits package. - Ongoing training and development opportunities. - Supportive team environment. - Company vehicle.