Principal Customer Success Manager

Job Summary

Managing a large, strategically critical health/pharma account remotely, the full-time Principal Customer Success Manager will oversee account relationships, execute complex deliverables, and partner closely with executive leadership to drive retention and expansion strategies.

Key responsibilities

• Own the account relationship end to end, managing senior client stakeholders and ensuring all workstreams remain on track
• Independently produce communications plans, program management, and executive-facing roadmaps for high-visibility client programs
• Lead renewal and expansion strategy with minimal oversight, collaborating with Sales and Leadership to forecast accurately

Required qualifications

• BA/BS degree or equivalent relevant experience
• 8-12+ years in Customer Success, account management, or client delivery
• Experience managing enterprise, multi-stakeholder accounts with significant complexity
• Demonstrated ability to create structured, executive-ready plans from ambiguous direction
• Familiarity with regulated-industry review processes is a plus