Sr. Manager, Critical Situations Team

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 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.
As the Sr. Manager, Critical Situations Team you will lead and manage resolution of our most strategic accounts through challenging periods of their Smartsheet journey. These challenges could be due to user adoption, product issues, solutions scale, professional services, support experience, communication, and/or customer service concerns. This role brings strategy, structure, and executive engagement to marshal company-wide resources to assist customers placed in the Critical Situation (CritSit) process across our global regions. The CritSit process will ensure a high level of customer satisfaction, retention and expansion resulting in both resolution of each customer’s challenges to a healthy state and of continuous improvement and institutional learning from each customer engagement to prevent recurrences across our install base.
You’ll partner closely with GTM leadership of our Customer Success, Professional Services, Support, as well as Sales and Product leadership to build and define the CritSit process methodology and operating model. This role will regularly report out on the status of CritSit customers to our corporate leadership team.
Not only will you be on the front line with many of Smartsheet’s largest customer relationships, but also those struggling with ambitious innovative solution plans intended to lead our install base forward. Your work will be global and highly cross-functional in nature. You will problem-solve alongside leaders in other teams such as Product, Support, Sales, and Finance, to drive resolution and elevate the customer experience.
You will report to the VP of Customer Experience, Programs and Strategy. This is a remote eligible position and you may work remotely from anywhere in the US where Smartsheet is registered.
You Will:
Lead executive meetings and strategic content with respect and visibility among executives.
Leads cross-functional, business-wide efforts through effective thought leadership.
Analyzes resolution path for high-stakes issues, and develops a strategy and gain alignment across executives for an effective and efficient solution.
Ensures outcomes that affect the entire product, company, and/or customer base.
Key point of contact for resolving critical issues.
Provide quantitative results on the effectiveness and value of the team tied to business impact and strategy.
Expanded scope of leadership within the broader department, outside of just the CritSit team.
Be responsible for defining and executing the global strategy to mitigate situations that lead to customer account escalations, and effectively handling and addressing diverse situations and oversee all programs
Develop and own our Critical Situation methodology, response playbook and processes, including any regional variants
Develop nomination, entry and exit criteria for accounts such that Critical SItuation is a time bound need, restoring confidence and success within accounts to be promoted out of the program
Identify process gaps and themes with product and engineering to drive change and ensure timely customer communication
Determine the methods to incorporate our technology landscape (Salesforce Sales, Salesforce Service, Smartsheet, Gainsight, Seismic, Chorus, ZoomInfo, Jira, etc.)
Develop systems and tools for visibility and coordination with internal teams and the customer
Persuade, influence, and motivate people; build a culture of creating delightful customer experiences and relationships
Engage with and lead cross-functional communications while accounts are in Critical Situation to ensure internal and external customers are receiving status updates
Lead Executive communications with customers as necessary during Critical Situation
Influence roadmap prioritization with Product and Engineering to resolve customer challenges
Have the flexibility in your working hours to team with global customers, and willingness to be “on call” for your CritSit accounts
Participate in leadership and customer meetings
You Have:
5+ years of experience managing globally diverse, large, and cross-functional initiatives
3+ years of experience using the Smartsheet Platform
Implemented SaaS technology in large enterprise settings as a leader of customer or services teams
Understanding of SaaS organizational and operational constructs including Product, engineering, support, success, sales, services
Ability to quickly establish trust and to influence others, both internally and externally
Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
Strong data-driven decision making skills, and process oriented mindset
Knowledge of Lean, Six Sigma, and continuous improvement approaches
Ability to identify risks and dependencies and put in place plans to mitigate them
Adaptability, flexibility and the conviction to “do the right thing” by keeping a customer centric mentality at all times
Ability to deal with ambiguity, utilize robust problem solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels
Exceptional business acumen and world-class presentation and customer interaction skills that have been acquired through deep technical knowledge and well-developed process management
Goal orientation to drive progress for each customer through each interaction
Experience building, leading or teaming with teams similar to HyperCare at a mature technology company, optional but highly desired
Experience with Smartsheet, Kibana, Snowflake, Tableau, Sparkpost, and Google Suite optional but highly desired
Knowledge of the Smartsheet platform optional but highly desired
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, 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 Rang