Principal Customer Success Manager

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

📋 Description

• Take ownership of strategic enterprise accounts, ensuring accountability for renewals, net revenue retention, expansion, and referenceability.

• Create and implement success plans that include goals, KPIs, and measurable ROI.

• Promote adoption and engagement across various product lines and platform functionalities.

• Conduct executive business and roadmap reviews.

• Proactively identify and address churn risks.

• Handle escalations and critical issues effectively.

• Lead contractual and commercial negotiations while managing commercial terms.

• Predict renewals, churn risks, upsell, and cross-sell opportunities.

• Collaborate with Sales and Account Management on expansion initiatives.

• Cultivate customer champions, advocacy programs, and referenceable accounts.

• Serve as the voice of the customer to influence product roadmap, platform functionality, and go-to-market strategies.

• Work cross-functionally to enhance processes, drive retention, and optimize growth.

• Mentor fellow Customer Success Managers.

• Maintain precise account documentation, usage insights, and engagement history.

• Achieve assigned OKRs and KPIs.

⛳️ Requirements

• 8+ years of experience in Enterprise Customer Success, Account Management, or SaaS roles.

• Demonstrated success in driving adoption, retention, renewals, and expansion within complex, high-growth accounts.

• Strong executive presence with the ability to influence senior and C-level stakeholders.

• Experience in success planning, documentation, and managing escalations.

• Commercial mindset focused on Net Revenue Retention (NRR) and reducing churn.

• Comfortable with contractual and commercial negotiations and managing commercial terms.

• Exceptional interpersonal, influencing, and communication abilities.

• Proficient in accurately forecasting renewals, churn risk, and upsell/cross-sell opportunities.

• In-depth, hands-on understanding of the company’s products and services.

• A bias for action and a results-oriented approach.

• Highly organized and systems-oriented, with strong decision-making capabilities.

🏝️ Benefits

• Remote-first work arrangement.

• Optional collaborative workspaces located in Austin, Atlanta, and London.

• Variable compensation options, including bonus or commission, where applicable.

• Equity opportunities, where applicable.

• Benefits aligned with local policies.

• An inclusive and accessible hiring experience.

• Secure processing of Government ID and biometric verification in accordance with applicable privacy laws.