Senior Manager, Critical Situations Team

Smartsheet

. Lead and manage resolution of strategic accounts experiencing critical situations .

Posted 11/12/2026full-timeRemote • United StatesSenior💰 $147,500 - $192,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing critical situations and strategic accounts, with a strong focus on customer-centric methodologies and cross-functional collaboration. Proficient in utilizing data-driven decision-making and process improvement techniques to drive business impact and enhance customer satisfaction.

Highest-signal resume keywords

Critical Situation ManagementCross-Functional LeadershipData-Driven Decision MakingSaaS Technology ImplementationSmartsheet Platform Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ImprovementLean MethodologySix SigmaRisk IdentificationQuantitative Analysis

Soft Skills

Conflict ResolutionInfluencing SkillsAdaptabilityEffective CommunicationCustomer Centricity

Tools & Technologies

Salesforce SalesSalesforce ServiceSmartsheetGainsightJira

Industry Keywords

SaaSCustomer SuccessProduct ManagementOperational ConstructsBusiness Acumen

Tech Stack

Tools & technologies

SnowflakeTableau

About the role

Key responsibilities & impact

Lead and manage resolution of strategic accounts experiencing critical situations
Lead executive meetings and strategic content with visibility among executives
Lead cross-functional, business-wide efforts through effective thought leadership
Analyze resolution paths for high-stakes issues and develop strategies aligned across executives
Ensure outcomes affecting the product, company, and/or customer base
Serve as the key point of contact for resolving critical issues
Provide quantitative results on team effectiveness and value tied to business impact and strategy
Define and execute the global strategy to mitigate customer account escalations
Develop and own the Critical Situation methodology, response playbook, processes, and regional variants
Develop nomination, entry, and exit criteria for accounts in the Critical Situation program
Identify process gaps and themes with Product and Engineering to drive change and timely customer communication
Determine methods to incorporate Salesforce Sales, Salesforce Service, Smartsheet, Gainsight, Seismic, Chorus, ZoomInfo, Jira, and related technologies
Develop systems and tools for visibility and coordination with internal teams and customers
Lead cross-functional communications and customer status updates during Critical Situations
Lead executive customer communications as necessary
Influence Product and Engineering roadmap prioritization to resolve customer challenges
Participate in leadership and customer meetings
Report regularly on Critical Situation customers to the corporate leadership team
Partner with Customer Success, Professional Services, Support, Sales, and Product leadership to define the CritSit operating model

Requirements

What you’ll need

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 acquired through deep technical knowledge and well-developed process management
Goal orientation to drive progress for each customer through each interaction
Flexibility in working hours to team with global customers and willingness to be “on call” for CritSit accounts
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

Benefits

Comp & perks

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)
Market competitive incentive opportunity