Principal Customer Success Manager

About This Role

Lead strategic customer relationships for a global enterprise, driving adoption, retention, and advocacy within a multi-product portfolio. Collaborate with internal teams to enhance customer experiences and achieve continuous value.

Responsibilities

• Establish and maintain multi-level executive relationships, aligning customer objectives to outcomes and value
• Lead strategic relationships and success planning for global enterprise customers
• Oversee the end-to-end customer lifecycle from implementation to renewal and advocacy
• Drive adoption, value realization, and measurable ROI for every customer
• Lead proactive risk management to ensure customer satisfaction and retention
• Partner across functions to ensure seamless customer experience and governance
• Leverage AI-driven insights and data analytics to manage risk and optimize customer experience

Requirements

• 10+ years in customer success, account management, or enterprise engagement in B2B SaaS or technology
• Deep domain expertise managing complex global customers in multi-product portfolios
• Strong ability to balance strategic relationship management with operational execution
• Proven success driving adoption, retention, and expansion outcomes
• Exceptional executive communication and influence skills
• Proficiency in AI-enabled success platforms (e.g., Gainsight, Salesforce) and data-driven decision making
• Bachelor's degree

Qualifications

• Bachelor's degree required; MBA preferred
• 10+ years in customer success, account management, or enterprise engagement in B2B SaaS or technology

Nice to Have

• MBA

Skills

* Required skills

Benefits