Sr. Manager, Critical Situations Team

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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, Zoom

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