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About the role

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 an Engagement Manager within Customer Excellence and Professional Services at Smartsheet, you will play a critical role in setting customers up for success by prescriptively crafting and then leading the execution of large and transformative enterprise projects for our most strategic customers. The Engagement Manager serves as a trusted advisor to Smartsheet customers, provides mentorship to Sales & Professional Services teams, drives alignment across each customer’s projects, and ensures the highest customer satisfaction levels.

Partnered with the Account Team, Services Sales, and Service Delivery, the Engagement Manager contributes to pre-sales scoping and discovery activities, acting as a conduit across the organization to develop and articulate comprehensive implementation proposals. The Engagement Manager will then maintain the executive relationships and act as a critical issue point within these implementations in a billable capacity, ensuring tight customer alignment and offering proactive and prescriptive advice resulting in outstanding Customer Success.

As the Engagement Manager, you will manage several projects/programs concurrently spanning 1 or more Large Enterprise customers. Engagement managers will have a targeted utilization rate, be responsible for the development of best practices, and will manage business processes.

You will report to the Manager of Engagement Delivery, this is a remote eligible position and you may work remotely from anywhere in the US where Smartsheet is registered

You Will:

Support the account team with pre-sales scoping and discovery activities through Discovery Workshops and pre-engagement planning sessions with the customer

Actively enroll the required staff resources at the right time to maximize impact, utilization and customer outcomes.

Manage and drive competing requests across simultaneous strategic client engagements.

Identify, pull together, and drive project activities of teams from cross-functional and partner sources

Provide insight into Engagement and Client level revenue forecasting for Monthly and Quarterly targets

Manage project to time, budget, and contracted deliverables (including planning, scheduling, milestone reviews, etc.)

Manage project P&L to targeted margin results

Drive project reviews for management and customers. As requested, support the account team with preparing and leading customer Quarterly Business Reviews (QBRs) during and after project execution

Operate as additional eyes and ears within current accounts to identify and unlock follow-on opportunities.

Create momentum to accelerate delivery and shorten time to value with our customers

Ensure that engagements conclude with delighted clients that are willing to be referenced for new potential clients

Proactively mitigate and handle critical customer concerns and at-risk accounts; communicate optimally and appropriately with internal and external leaders and executives.

Own the escalation response using a consistent, documented escalation process and coordination for active projects and provide mentorship on escalation management to other Professional Services team members

Ensure quality and time management processes are followed by the team e.g., change controls, time card submissions, status reporting, risk and issue logging)

Contribute to the development and ownership of the Smartsheet Delivery Methodology and Professional Services PMO function

Contribute to engagement delivery standard operating procedures (SOPs)

Function as a frontline resource for “best practice” and informal customer questions

Liaison with necessary teams within Smartsheet to achieve the above items

Other duties as assigned

You Have:

4+ years of experience in customer-facing positions in a professional capacity ideally at Software or SaaS Provider

At least 2 years of Project and Program Management experience at the enterprise level

2+ years of experience, leading customer-facing engagements in the enterprise space

Management of large billable projects for external customers

Experience using generative AI tools (e.g., Claude) to accelerate drafting, analysis, and process design, with sound judgment on accuracy, confidentiality, and customer data handling.

Experience with modern services deployment methodologies, with emphasis on software design and development

Use of formal project management tools

Expert-Level Scope control for fixed-fee engagements.

Passion for working with leading-edge, web-based technologies and a desire to understand Smartsheet’s benefits, values, use cases, and business and technical elements

Desire to work in a collaborative environment to promote and improve team performance

Strong analytical skills regarding client and project management issues

Strong organizational skills with an ability to manage competing client demands

Ability to interact and communicate with CxO-level personnel with confidence and clarity

Excellent communications and interpersonal skills

One or more Industry Recognized Certifications Including;

Project Management Professional Certification (PMP)

Certified Scrum Master (CSM)

Lean or Six Sigma certification

Smartsheet Core and/or Project Management Certification

Advanced degree (Masters Level) preferred or equivalent combination of relevant work experience and education

Willing to travel periodically (up to 20-30%) based on customer and business needs

Authorization to work in the U.S. for any employer on an ongoing basis

Has Smartsheet Certified Professional credential or has the ability to become certified within 3 months

Experience with process improvement and the development of tools & processes that enable team member success

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

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