Principal Customer Success Manager
New
United StatesFull-TimePrincipal
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Problem SolvingAccount ManagementRelationship managementData analyticsChange ManagementCustomer SuccessSaaS
Requirements
- 5+ years of experience in customer success, account management, or related roles in technical or enterprise SaaS environments.
- Strong technical acumen with the ability to understand complex platforms, configurations, and integrations.
- Proven experience driving customer retention, adoption, and expansion within enterprise accounts.
- Ability to conduct product demonstrations and provide technical consultation to customers.
- Strong analytical skills with a data-driven approach to customer health and opportunity identification.
- Excellent communication and relationship-building skills across technical and non-technical stakeholders.
- Experience managing multiple complex accounts in a fast-paced, high-growth environment.
- Strong problem-solving mindset with a proactive, customer-centric approach.
- Ability to collaborate effectively across cross-functional teams including sales, engineering, and product.
Responsibilities
- Build and maintain strong, trusted relationships with key customer stakeholders, implementation partners, and internal teams.
- Act as a strategic advisor to customers, driving engagement, retention, and expansion through proactive account management.
- Conduct regular business reviews to assess customer health, usage trends, evolving needs, and growth opportunities.
- Monitor product usage and customer behavior to identify risks, adoption gaps, and upsell opportunities.
- Provide technical guidance, including product demos, configuration advice, and L1-level solution support.
- Collaborate cross-functionally with sales, product, engineering, and support teams to align on customer goals and delivery outcomes.
- Translate customer requirements into clear success plans and ensure consistent execution across stakeholders.
- Champion the customer voice internally by sharing insights, feedback, and improvement opportunities.
- Support feature adoption, onboarding, and change management initiatives to maximize product value.
- Partner with account executives to identify and progress expansion and upsell opportunities.
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