Principal Customer Success Manager
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Job Summary
Owning a portfolio of high-growth enterprise accounts, the full-time remote Principal Customer Success Manager will drive adoption, retention, and expansion while partnering with executive stakeholders to ensure customer success and advocacy across a multi-product ecommerce platform.
Key Responsibilities
- Manage strategic enterprise accounts with a focus on renewals, net revenue retention, and customer advocacy
- Develop and execute success plans that include clear goals, KPIs, and measurable ROI
- Identify and mitigate churn risks while leading escalations and managing commercial negotiations
Required Qualifications
- 8+ years of experience in Enterprise Customer Success, Account Management, or SaaS roles
- Proven track record of driving adoption, retention, and expansion in complex accounts
- Strong executive presence with the ability to influence senior stakeholders
- Experience with data-driven success planning and escalation management
- Deep knowledge of the company's products and services for strategic consultation
Complete Job Description
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