Principal Customer Success Manager

Posted 13 days agoViewed

💎 Seniority level: Principal, 5+ years

📍 Location: United States, EST, CST

💸 Salary: 155000.0 - 165000.0 USD per year

🔍 Industry: Data and AI

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: PostgreSQLSQLLinuxData analyticsCustomer Success

5+ years of account management experience in Customer Success, Sales, Consulting, Customer Advocacy, or relevant experience.
Highly skilled experience in successfully managing multiple high value accounts and customers in a dynamic environment.
Establishes effective working relationships with stakeholders across functional areas and levels of a customer’s organization up to C-level executives.
Direct experience working with globally distributed and remote customer and internal teams.
Nurture and manage customer relationships to ensure high customer satisfaction that results in adoption, growth, retention, and references.
Strong professional presence; can effectively deliver presentations and demos, have clear communications and interpersonal skills.
Proactive and creative problem solving mindset.
Passionate and high empathy for customer experience.
Strong discipline in using CS Management tools to derive insights and optimize account health.
Commitment to continuous learning and improvement.
Consistently contributes to CS team initiatives and projects.
English Language Skills and appropriate academic achievements, preferably Degree or equivalent.

Deliver a world-class customer experience as a trusted advisor that achieves success in deployment, adoption, and value realization of EDB offerings.
Create and implement individual Customer Success Plans by assessing, identifying, measuring, and defining customer goals and objectives using data analytics and customer knowledge.
Proactively manage customers to optimize account health, mitigate risk, and reduce churn.
Nurture accounts to identify opportunities for expansion and growth.
Utilize consultative motions to drive outcomes throughout the customer lifecycle.
Oversee and lead the coordination of EDB resources and escalate account issues for successful resolution.
Cultivate customer relationships to build strong advocates that generate insightful case studies and customer references.
Prepare and present Executive Business Reviews (EBRs) to show progress, value realization, and stakeholder management.
Consult with customers on benefits and value of EDB portfolio and related technologies.

Posted 5 days ago

📍 USA

🧭 Full-Time

💸 122000.0 - 195000.0 USD per year

🔍 Customer Relationship Management (CRM)

🏢 Company: HubSpot👥 1001-5000💰 $35,000,000 Series E over 12 years ago🫂 Last layoff about 1 year agoSaaS Analytics Marketing Copywriting Social Media

🔧 Requirements

A personal investment in helping customers succeed.
Experience working with large organizations (200+ employees).
Experience managing a minimum of $4,500,000 - $5,000,000 ARR.
A proven track record of measurably impacting customers’ results with a SaaS platform.
Experience with creative problem solving and change management.
Experience with cross-team customer advocacy.
Ability to autonomously detect and remediate risk.
Experience as a Senior CSM or with strategic partnerships.

💡 Responsibilities

Oversee the customer experience for roughly 35 of HubSpot’s highest-spend and Lighthouse customers with the goals of retention and growth.
Build deep relationships at all levels of the customer organization.
Use strategic thinking and creative problem solving to help customers reach their business goals.
Partner with teams on success planning for growth and risk mitigation.
Deliver Executive Business Review presentations for aligning on goals and opportunities.
Manage cross-functional resources to reduce friction for customer growth.
Identify and nurture opportunities for investment expansion.

Project ManagementCross-functional Team LeadershipStrategic ManagementAccount ManagementChange ManagementCustomer SuccessSaaS

Posted 5 days ago