• Own Smartsheet’s customer risk and churn mitigation programs, defining how at-risk customers are identified, prioritized, and addressed across the customer lifecycle • Design and operationalize churn forecasting and predictive risk models in partnership with Data Science and Revenue Operations to enable proactive retention actions • Lead churn analysis and root cause identification, translating insights into targeted, high-impact mitigation programs and playbooks • Build and evolve customer health scoring frameworks that are predictive, actionable, and embedded into Customer Excellence and renewal workflows • Scale risk mitigation through automation and process design, improving renewal journeys, cash-to-close efficiency, and consistency of execution across teams • Design and launch practical, field-ready risk mitigation programs, including playbooks, workflows, and intervention models that Customer Excellence and renewal teams can execute consistently at scale