Engagement Manager

For over 20 years, Smartsheet has helped people and teams achieve-well, anything. From seamless work management to smart, scalable solutions, we've always worked with flow. We're building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we're creating space- space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that's magic at work, and it's what we show up for everyday.

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 Director 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
• 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 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)
• Supports documenting best practices in developing and deploying Smartsheet solutions
• Function as a frontline resource for "best practice" and informal customer questions
• Liaison with necessary teams within Smartsheet to achieve the above items
• Contribute to the development and ownership of the Smartsheet Delivery Methodology
• Contribute to engagement delivery standard operating procedures (SOPs) in Seismic
• As requested, support the account team with preparing and leading customer Quarterly Business Reviews (QBRs) during and after project execution
• Other duties as assigned

You Have :

Current US Perks & Benefits :

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

$92,500 — $126,250 USD

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, and India. 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