Principal Customer Success Manager

Job Summary

Owning a portfolio of 8-10 strategic enterprise customers, the full-time remote Principal Customer Success Manager will drive customer outcomes, engage with senior technology leadership, and ensure renewal predictability while managing complex, integrated environments.

Key responsibilities

• Serve as the accountable leader for customer health and commercial posture, establishing success criteria and orchestrating necessary resources
• Build trusted advisor relationships with CIOs and CISOs, delivering Executive Business Reviews and aligning platform capabilities with strategic initiatives
• Proactively manage account health, identifying risks early and mobilizing cross-functional teams to ensure customer satisfaction and retention

Required qualifications

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