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VP, Global Customer Support & Operations - (Remote Eligible)

July 10, 2026

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.

As VP, Global Customer Support & Operations, you will lead the continued evolution of our Support organization, our Technical Account Manager program, our outsourcing and labor strategy, and the systems and operations landscape to drive profitable growth through delightful customer interactions, incident deflection and product teaming.

You will report to the Senior Vice President of Customer Excellence, who leads Customer Outcomes, Success, Services & Support. This role is fully remote eligible.

You Will:

Lead the development of the next-generation Support Experiences including continuing the roll out of our Community, Customer Portal, ChatBot(s), Telephony, and Scheduling platforms.
Mature our 3-tier support model to improve efficiencies and resolution times through skills based case routing and ownership.
Continue to evolve our high growth and high retention Technical Account Manager program, teaming with Professional Services peers to drive co-delivery in some cases.
Define a “premium support” offering and service for our enterprise clients
Team with our HyperCare Program on turning red accounts back to green.
Manage our platform abuse, fraud and security incident teams within the escalations program
Team with Product and Engineer on strong product documentation across mediums such as web, video, and social.
Drive “in app” support motions for real-time, in-context case deflection or creation teaming with our Product and Engineering teams.
Drive weekly product teaming on emerging issues to improve our product service, share voice of customer, and reduce case rates over time.
Recruit and inspire a team of Support professionals as we explore multi-language expansion, and new market penetration., with particular focus on Asia
Provide coaching and guidance to help the support organization excel and build a work environment that draws people to the team.
Refine, influence, and enable a comprehensive labor strategy for Smartsheet.gov clients, our EMEA region instance clients, and future additional regional expansion.
Develop and implement innovative community and self service offerings to improve the quality and value of our support experience, and empower customer self-service and incident deflection to improve scale.
Deeply understand the needs of our customers / marketplace to propose additional support offerings for Application developers, Business Users, and SI/ISV partners to advance adoption and increase the value of the Smartsheet work platform through premium support offerings.
Quickly shift from high-level strategy development of our B2B enterprise support experience to the tactical details of user centric support for our trailers, personal plans, and SMB buyers to ensure all elements of the support experience are properly prioritized by segment, geography, product, and Life-time value.
Work collaboratively with Brand Marketing and Demand Generation teams to create new thought leadership in the areas of our user led growth and adoption for easy self upgrades, feature discovery, and value attainment.
Drive scale and timely delivery of our ProDesk offering where customers schedule time to learn about specific product areas with Support Experts
Maintain Support ARR as a percent of revenue, and drive high support renewal rates as part of our growth
Partner internally to identify financial targets, provide ongoing performance forecasting, and to ultimately deliver against our net retention, TAM revenue, and operating budget targets
Develop and present materials for leadership, customers, and other audiences
Drive a feedback loop and insights on prioritization to the Product and Development teams to represent the voice of the customer and the needs of the customer-facing teams as an extended leadership team member for our Chief Product Officer.
Leverage a healthy balance of leadership, technical, support, and people management skills in a very dynamic and fast paced environment.
Scale and lead a sustainable, high-performance, motivated team across a global landscape that believes in and deliver outcomes to delight our customers
Other responsibilities as assigned.

You Have:

Bachelor's degree in business or equivalent discipline; MBA preferred.
12+ years experience working with enterprise support operations; SaaS experience preferred.
12+ years experience driving global team, process and system roll-outs resulting in adoption across consumer, Commercial and Enterprise segments – experience creating revenue lift through new and existing offerings preferred.
10+ years experience as a people manager; successful leadership track record that includes leading and scaling globally dispersed customer-facing teams- experience at high-growth companies or scaling revenue is preferred
10+ years of successfully leading Support within the landscape of Services and Success team counterparts
Experience running Support businesses with Salesforce Service Cloud highly desirable, as are Gainsight, FiveNine, UnBabel, Coveo, Einstein, and Kebana
Experience leading Support for PaaS, and Dev Platforms highly desirable
Excellent communication and interpersonal skills with an aptitude for building strong relationships and culture
Experience collaborating across the organization at all levels and functions across a company
Experience contracting and managing 3rd party outsourcing relationships.

Perks & Benefits:

HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
Equity - Restricted Stock Units (RSUs) with all offers
Lucrative Employee Stock Purchase Program (15% discount)
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 Incidental Sick Leave
Up to 24 weeks of Parental Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to LinkedIn Learning online courses
Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)
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

Smartsheet provides a reasonable range of compensation 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 bonus and RSU stock grant upon accepted offer. California & New York: $270,000 to $324,000 | All other US States: $250,000 to $300,000

Equal Opportunity Employer

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us!

#BI-Remote

#LI-Remote

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...