Principal Customer Success Manager, Technical
New
United StatesFull-TimePrincipal
Salary not disclosed
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Job Details
- Experience
- 8+ years
- Required Skills
- Product AnalyticsCross-functional collaborationCustomer SuccessSaaS
Requirements
- 8+ years of experience in Customer Success, Technical Account Management, Solutions Consulting, or a related customer-facing technical role.
- Strong understanding of SaaS platforms, enterprise software, and complex B2B technology environments (CLM experience is a plus).
- Proven ability to manage and grow enterprise-level customer relationships with measurable impact on retention and expansion.
- Strong technical aptitude with the ability to understand product architecture, integrations, and configuration concepts.
- Experience using data and product analytics to drive customer insights and decision-making.
- Excellent communication and presentation skills, with the ability to engage both technical and executive stakeholders.
- Strong collaboration skills with experience working across cross-functional teams in fast-paced environments.
- Strategic mindset with a proactive, customer-first approach and strong problem-solving abilities.
Responsibilities
- Serve as a trusted advisor to strategic and high-value customers, building strong relationships across business, technical, and executive stakeholders.
- Drive customer engagement, retention, and expansion by conducting regular business reviews and aligning solutions to evolving customer goals.
- Monitor customer usage data and platform adoption to identify risks, uncover opportunities, and recommend targeted improvement strategies.
- Collaborate with internal teams (Sales, Implementation, Support, Engineering) to ensure successful delivery and alignment on customer objectives.
- Provide technical product guidance, including feature walkthroughs, L1 demos, and configuration recommendations to optimize customer outcomes.
- Support onboarding, change management, and feature adoption to ensure customers fully leverage platform capabilities.
- Identify and qualify upsell and expansion opportunities in partnership with account executives, contributing to revenue growth.
- Act as the voice of the customer internally by communicating feedback, needs, and insights across teams.
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