Principal Customer Success Manager
New
J
JobgetherIT Infrastructure, Cybersecurity
Based in the United StatesFull-TimePrincipal
Salary150,000 - 170,000 USD per year
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Job Details
- Experience
- 10+ years
- Required Skills
- CybersecurityCustomer SuccessAccount Management
Requirements
- 10+ years of experience in Customer Success, account management, or another senior customer-facing function.
- Track record managing complex enterprise relationships.
- Demonstrated ability to establish credibility and influence at the C-suite and executive stakeholder level.
- Strong executive presence combined with excellent written and verbal communication skills.
- Proven ability to lead complex, cross-functional initiatives and influence stakeholders without direct reporting authority.
- Extensive experience creating and executing long-term account strategies in ambiguous or high-complexity environments.
- Strong analytical, organizational, strategic planning, and problem-solving capabilities.
- Solid understanding of recurring revenue models, customer growth strategies, renewals, and service-level or contractual alignment.
- Experience working in service delivery, managed services, IT infrastructure, or similarly complex technology environments.
- Strong understanding of IT infrastructure and security concepts, with practical experience applying information security and cybersecurity principles to customer environments.
- Ability to navigate complex customer situations with sound judgment, ownership, and a strong focus on business outcomes.
Responsibilities
- Own a portfolio of the organization’s most strategic and complex enterprise accounts, developing long-term strategies centered on value realization, customer retention, and expansion.
- Build trusted relationships with executive-level customer stakeholders and act as a senior advocate for customer priorities across the organization.
- Lead cross-functional collaboration across Sales, Service Delivery, Product, Support, Engineering, and Executive teams to resolve challenges and accelerate customer outcomes.
- Serve as the escalation authority for complex customer situations involving technical, commercial, operational, or service-related issues.
- Develop and execute strategic account plans, including approaches for at-risk customers, renewals, expansion opportunities, and long-term relationship development.
- Deliver executive business reviews and value-based reporting, using customer health, adoption, retention, and expansion metrics to guide decisions.
- Partner closely with technical and sales leadership on account strategy, customer growth opportunities, and long-term planning.
- Identify recurring challenges and translate insights from complex customer engagements into improved Customer Success programs, plays, processes, and best practices.
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