Principal Customer Success Manager

Accountabilities Own a portfolio of the organization’s most strategic and complex enterprise accounts, developing long-term strategies centered on value realization, customer retention, and expansion.

Build trusted relationships with executive-level customer stakeholders and act as a senior advocate for customer priorities across the organization.

Lead cross-functional collaboration across Sales, Service Delivery, Product, Support, Engineering, and Executive teams to resolve challenges and accelerate customer outcomes.

Serve as the escalation authority for complex customer situations involving technical, commercial, operational, or service-related issues.

Develop and execute strategic account plans, including approaches for at-risk customers, renewals, expansion opportunities, and long-term relationship development.

Deliver executive business reviews and value-based reporting, using customer health, adoption, retention, and expansion metrics to guide decisions.

Partner closely with technical and sales leadership on account strategy, customer growth opportunities, and long-term planning.

Identify recurring challenges and translate insights from complex customer engagements into improved Customer Success programs, plays, processes, and best practices.

Requirements

10+ years of experience in Customer Success, account management, or another senior customer-facing function, with a strong track record managing complex enterprise relationships.

Demonstrated ability to establish credibility and influence at the C-suite and executive stakeholder level.

Strong executive presence combined with excellent written and verbal communication skills.

Proven ability to lead complex, cross-functional initiatives and influence stakeholders without direct reporting authority.

Extensive experience creating and executing long-term account strategies in ambiguous or high-complexity environments.

Strong analytical, organizational, strategic planning, and problem-solving capabilities.

Solid understanding of recurring revenue models, customer growth strategies, renewals, and service-level or contractual alignment.

Experience working in service delivery, managed services, IT infrastructure, or similarly complex technology environments.

Strong understanding of IT infrastructure and security concepts, with practical experience applying information security and cybersecurity principles to customer environments.

Ability to navigate complex customer situations with sound judgment, ownership, and a strong focus on business outcomes.

Benefits

Competitive annual salary of $150,000–$170,000 .

Full-time position with flexibility to work remotely within the United States.

Opportunity to manage high-value enterprise relationships and engage directly with senior executives.

High-impact individual contributor role with significant influence across Customer Success strategy and programs.

Cross-functional exposure to Sales, Service Delivery, Product, Support, Engineering, and executive leadership.

Opportunity to shape scalable Customer Success practices based on insights from complex customer engagements.

Environment focused on cybersecurity, resilience, customer protection, and long-term business value.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

#LI-CL1