Principal Customer Success Manager - Enterprise Global (West)

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day.

Smartsheet is seeking a Principal Customer Success Manager who will focus on building high-value, strategic relationships with large, global customers. The role requires extensive experience in SaaS Customer Success, strong business acumen and exceptional communication skills.

The Principal Customer Success Manager is expected to provide thought leadership and mentorship, as well as lead and/or contribute to special programs and projects (minimum of 10% per working week). For the right candidate, this is a career-defining opportunity to join the market leader in Collaborative Work Management (CWM) and help influence the future of Customer Success as a vocation.

This role reports to a Sr. Manager of Sr. Customer Success and has flexibility to work remotely from the West Coast.

You Will:

• Manage a diverse book of business at scale, with a focus and engagement, enablement and adoption.

• Understand your customer’s business model, go to market strategy and organizational structure.

• Create and execute internal territory engagement plans and/or external joint customer enablement plans that focus on tailored, customer-specific strategy, proactive risk mitigation, value realization and expansion.

• Use data to gain insights, provide guidance, increase customer adoption and identify opportunities for expansion.

• Lead or influence renewals, partnering with internal teams to form a cohesive ap

Department: Customer Success