Principal Customer Success Manager

Job Summary

Owning a portfolio of 8-10 strategic enterprise customers, the full-time Principal Customer Success Manager will engage with senior technology leadership, drive customer outcomes, and ensure renewal predictability while working in a flexible or remote environment.

Key responsibilities

• Serve as the accountable leader for customer health and commercial posture, driving successful deployments and operational reliance
• Build trusted relationships with CIOs and CISOs, delivering Executive Business Reviews and aligning platform capabilities with strategic initiatives
• Proactively manage account health, identifying risks and mobilizing resources to ensure long-term customer value and successful renewals

Required qualifications

• 12+ years of experience managing complex enterprise customers within SaaS or platform organizations
• Demonstrated ownership of large, multi-threaded accounts with executive visibility and proven success in driving renewals and expansion
• Strong business and financial acumen with the ability to connect customer adoption to ROI
• Executive-level communication skills and comfort in high-stakes environments
• Track record of proactively identifying risks and implementing effective resolutions