Principal Customer Success Manager

Job Summary

Driving high retention and payment solution adoption, the full-time remote Principal Customer Success Manager will manage a portfolio of key executive clients, focusing on strategic account management, client relationship building, and payment optimization strategies.

Key responsibilities

• Define and execute success plans for complex, high-value clients to maximize ROI and optimize payment workflows
• Own a portfolio of strategic accounts, achieving NRR and expansion targets while identifying upsell opportunities
• Lead client discussions on payment optimization and collaborate with Product and Technology teams to influence the roadmap

Required qualifications

• 15+ years of experience in Customer Success, Account Management, Sales, or Consulting focused on enterprise solutions and Commercial Payments
• Deep expertise in Commercial Payments, Virtual Card, and disbursement workflows, with a background in fintech or banking preferred
• Strong ability to influence cross-functional teams and senior stakeholders without direct authority
• Proficient in using data analytics to monitor client health and drive actionable insights
• Excellent executive communication and presentation skills