Top 21192 Retention Strategy Manager Jobs

Sr. Principal Customer Risk & Retention Strategy Manager
Smartsheet —Bellevue, WA
- $175,000 - $240,000 a year
- Remote
- 5 years
- Analysis skills
- Bachelor's degree
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Policy & Contracts Manager
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The Reno Initiative for Shelter and Equality —Reno, NV
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Product Manager - Personal Lines
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Lead Board Certified Behavior Analyst (BCBA)- Center Based
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Emergency and Critical Care Supervisor - Veterinary Health System
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Operating Room Supervisor
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Center Clinical Manager
Community Autism Services —Brockton, MA
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Center Clinical Manager
Community Autism Services —Hooksett, NH
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Director of DTC & App Commerce (Business Unit Lead)
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Contract Compliance Manager
Workforce Development Council of Seattle-King County —Seattle, WA
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6d
TikTok Live Operations Manager (Bilingual in Chinese)
HEXIN TECH INC —New York, NY
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Compliance Manager
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Technology Manager Mechanical Engineering
GE Vernova —Niskayuna, NY
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Mortgage Operations & Growth Manager
Coastline Mortgage —Pasadena, MD
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Sr. Principal Customer Risk & Retention Strategy Manager

Smartsheet -
Bellevue, WA

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Job Details

$175,000 - $240,000 a year
4 days ago

Qualifications

Client relationship management
Managing customer accounts
Customer retention strategy
Predictive modeling analysis
Preventive action implementation
Risk mitigation strategy implementation
Bachelor's degree
Forecasting
Experience with SaaS (as product category for technical sales engineers)
Managing projects
Predictive analytics projects
SaaS
Cross-functional collaboration
Customer growth strategy
Account management experience
Cross-functional team management
Cross-functional communication

Full Job Description

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.

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.

You Will:

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

You Have:

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

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You'll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you're doing work that stretches you, excites you, and connects you to something bigger, that's magic at work. Let's build what's next, together.

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, Bulgaria, India, and Singapore. 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.

#LI-Remote

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Refine Your Search

Retention Strategy Manager jobs

Sr. Principal Customer Risk & Retention Strategy Manager

Portfolio Manager - Commercial/Industrial

Assistant Personal Training Manager

Client Services Manager

Policy & Contracts Manager

Clinical Program Manager

Product Manager - Personal Lines

Lead Board Certified Behavior Analyst (BCBA)- Center Based

ED Nurse Manager

Assistant Branch Manager (Creedmoor Branch)

Emergency and Critical Care Supervisor - Veterinary Health System

Operating Room Supervisor

Center Clinical Manager

Center Clinical Manager

Director of DTC & App Commerce (Business Unit Lead)

Contract Compliance Manager

TikTok Live Operations Manager (Bilingual in Chinese)

Compliance Manager

Technology Manager Mechanical Engineering

Mortgage Operations & Growth Manager

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