Principal Customer Success Manager

This is a fully remote position, open to applicants in Oregon.

📋 Description

• Take ownership of a portfolio comprising strategic enterprise clients, ensuring their retention, satisfaction, and growth.

• Establish and nurture executive-level relationships, acting as a trusted advisor in business matters.

• Facilitate Quarterly Business Reviews (QBRs), executive assessments, and value conversations, utilizing business metrics, insights, and updates on the product roadmap.

• Enhance platform usage and customer success by aligning customer objectives with product functionalities.

• Recognize untapped opportunities and promote expansion and upselling initiatives.

• Contribute to the development of thought leadership content, best practices, and resources for customers.

• Serve as the customer advocate internally, shaping the direction of product, marketing, and support teams.

• Provide mentorship to junior Customer Success Managers (CSMs) to elevate team performance.

• Analyze customer utilization data and trends to proactively mitigate risks and uncover opportunities.

• Oversee all assigned client relationships effectively.

• Achieve retention objectives for the assigned client portfolio annually.

• Represent ClearlyRated at client meetings and industry trade events, requiring occasional travel within the United States and Canada.

⛳️ Requirements

• Minimum of 7 years experience in Customer Success, Account Management, or Strategic Consulting, preferably within B2B SaaS.

• Exceptional consultative selling abilities and executive presence.

• Proven history of managing large, intricate accounts and delivering quantifiable business results.

• Demonstrated capability to influence senior stakeholders and collaborate with internal cross-functional teams.

• Proficient in leading strategic discussions with C-suite executives.

• Comprehensive understanding of SaaS metrics, including NRR, GRR, adoption rates, churn, and NPS.

• Familiarity with platforms such as Salesforce, HubSpot, Gainsight, Catalyst, or ChurnZero.

• Outstanding communication and presentation capabilities.

• High emotional intelligence, sound judgment, and a proactive, resourceful attitude.

• A growth-oriented mindset with a genuine passion for empowering customers and teams to succeed.

• Experience in professional services, customer experience/employee experience (CX/EX), or vertical SaaS.

• Background in mentoring or coaching peers.

• Knowledge of product-led growth (PLG) environments.

• Excellent verbal and written communication skills.

• Creative, resourceful, and adaptable approach to problem-solving.

• Team-oriented mindset.

• A good sense of humor.

🏝️ Benefits

• Any employee can utilize up to $100 without managerial approval to “make a client’s day”.

• A culture that prioritizes exceptional client service.

• Commitment to diversity, inclusion, and equity.

• Fully remote work arrangement available.

• Occasional travel across the United States and Canada for client meetings and trade shows.