Digital Engagement Manager
Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.
We are looking for an experienced Digital Engagement Manager to join our Digital and Scale Customer Success Team. In this role you will be responsible for driving the planning and execution of digital programs across the holistic customer lifecycle from onboarding to expansion. Digital programs focus on delivering faster time to value in onboarding, driving lifecycle adoption and health, and ensuring customers achieve their business outcomes and realize value adoption - to ultimately drive retention and adoption. You will own and execute the Smartsheet digital strategy and seek out feedback to foster a culture of continuous improvement. Successful candidates will have exceptional problem solving skills, strong analytical skills and ability to leverage data to drive decision-making.
You will report to the Director of Digital Engagement and Journeys. This is a remote eligible position and you may work remotely from anywhere in the US where Smartsheet is a registered employer.
You Will:
- Be responsible for the development, delivery, and reporting on a digital program or set of programs (ex: Digital Onboarding, 1:many Webinars, Digital Value-Based Lifecycle Programs) that drives adoption and growth of a large set of users
- Analyze adoption and growth trends and determine the 1:many motions needed to support users across your programs
- Build and execute value-based 1:many programs and motions designed to increase the value a customer receives from Smartsheet which are in-line with the current CS objectives and expectations.
- Partner closely with Scaled Program Managers to analyze trends and execute scale opportunities within digital programs
- Ensure alignment to best practices in design and execution in order to support a land, adopt and expand motion
- Use data to gain a deep understanding of customers, use cases and personas
- Be an advisor and thought partner to business leaders crafting strategies for shared audiences.
- Utilize data analytics to monitor customer health and drive data-driven decision-making across the organization
- Develop and implement scalable processes, frameworks, and best practices to optimize work and influence team behavior
- Drive continuous improvement and innovation in customer success programs, leveraging industry best practices and customer feedback
- Implement feedback loop processes based on offering gaps identified by CSMs and customers
- Other duties as assigned
You Have:
- 5+ years experience working in a post-sales role in Customer Success or Customer Training + Enablement
- 3+ years defining Success criteria and KPIs for your work
- 3+ years of experience working in agile project management
- 2+ years working in a global environment
- Strong communication and influence skills across the organization
- 3+ years demonstrated analytical skills and data-driven decision making
- 3+ years experience with Gainsight, Salesforce, Tableau, and Marketo
- Gainsight Level I Admin certification required
Current US Perks & 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)
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. In addition, this role will be eligible for a market competitive incentive opportunity.
US Base Salary Pay Range
$80,000 - $110,000 USD
Get to Know Us:
At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, and Bulgaria. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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