Sr. CE Program Manager

Role Overview

As the Sr. CE Program Manager, you will serve as a strategic partner to the Sr. Director, Customer Adoption Programs & Strategy in leading customer excellence programs. This role combines day-to-day program management with strategic planning, cross-functional collaboration, and performance analytics. You will drive strategic customer experience initiatives, evaluate new tools and processes, own performance reporting, and build frameworks that inform how we optimize for adoption, retention, and customer value.

This role requires both tactical execution excellence and the ability to think strategically about how business changes impact our customer experience programs, while partnering closely with BI, Customer Success, Scale, Product Marketing, and other teams to deliver unified customer experiences.

You Will

Strategic Leadership & Representation Represent the customer experience in field meetings and cross-functional forums, ensuring customer experience strategies align with broader Customer Success objectives Serve as a strategic thought partner to the Customer Experience and Customer Success teams on opportunities and decision-making that further enhance the customer journey Support the evaluation of tools, processes, and workflows Partner with business partner leadership on strategic initiatives that bridge digital and scale motions Present on behalf of leadership in internal and external forums

Program Strategy & Execution

Design, build, and iterate multi-channel customer engagement mechanisms aligned with Customer Success objectives Develop end-to-end strategies utilizing Customer Journey Mapping that support onboarding, adoption, and expansion motions Utilize product usage and behavioral data to personalize engagement for different customer personas and lifecycle stages Collaborate with UX and Product teams to incorporate learnings from research on retention and product adoption into engagement strategy and execution Implement testing and continuous improvement processes to maximize program impact Act as primary liaison with key partners to ensure seamless alignment with program launches and overall business strategy

Performance & Analytics

Ownership Own performance reporting for programs, measuring adoption, retention, and allocation effectiveness Monitor program performance, analyze Customer Success KPIs, and optimize for adoption and program outcomes Partner with BI and CS Data Analysts to build and maintain data models Conduct cohort analysis to compare program effectiveness across segments and time frames Translate complex data findings into executive-level insights and recommendations Develop frameworks for measuring the impact of strategic initiatives Practice and refine analytical approaches in forums like Run the Business and Quarterly Business Review

Strategic Initiatives

Lead or contribute to strategic projects, including onboarding evolution, tool evaluations, and process improvements Lead retrospectives on engagement performance to identify learnings and drive continuous improvement Assess how business changes and opportunities impact programs Think through different approaches and scenarios before implementing changes Contribute to planning cycles and strategic roadmap development

You Have

8+ years in program management, preferably in SaaS or Customer Success environments Expertise in program management tools, marketing automation platforms (Marketo, Salesforce), Gainsight Journey Orchestrator, and analytics tools (Tableau) Strong understanding of program management, lifecycle marketing and customer engagement strategies Proven ability to use data to drive decisions and optimize engagement strategies Experience representing a function or team in cross-functional leadership settings Strong analytical and strategic thinking skills with the ability to conduct impact analysis and scenario planning Excellent communication and presentation skills Demonstrated ability to evaluate tools, processes, and workflows systematically Experience building performance reporting frameworks and translating data into actionable insights Ability to balance hands-on execution with strategic thinking and team leadership Knowledge and experience with Smartsheet is beneficial but not required

Current US Perks & 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,…