Principal Customer Success Manager

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

📋 Description

• Take ownership and manage a portfolio of the organization's most strategic and intricate accounts, focusing on long-term strategies that enhance value realization, retention, and growth.

• Develop and sustain executive-level relationships with customer stakeholders, acting as a senior representative of the customer to leadership.

• Collaborate across Sales, Service Delivery, Product, Support, and Executive teams to eliminate obstacles and drive successful outcomes.

• Serve as the escalation authority for the most challenging customer scenarios, covering technical, commercial, and operational aspects.

• Convert insights gained from complex engagements into enhanced Customer Success initiatives, programs, and best practices.

• Offer strategic direction for essential account planning, managing at-risk accounts, and strategies for renewal and expansion.

• Collaborate with the Principal TAM as a peer advisor, and coordinate with Sales and Engineering on planning for long-term growth.

• Present executive business reviews and value-oriented reporting; monitor key metrics and KPIs related to adoption, expansion, and account health.

⛳️ Requirements

• Over 10 years of experience in Customer Success, account management, or a similar customer-focused role, demonstrating success in managing complex enterprise relationships.

• Strong executive presence and credibility at the C-suite level.

• Proven capability to lead cross-functional projects without direct authority.

• Extensive experience in developing and implementing long-term account strategies, along with advanced problem-solving abilities in ambiguous situations.

• Exceptional written and verbal communication skills, particularly at the executive level.

• Strong analytical, organizational, and planning capabilities.

• Comprehensive understanding of recurring revenue models, customer growth strategies, and alignment of service levels/contracts.

• Experience in a service delivery or managed services environment, with a solid understanding of IT infrastructure and security concepts.

• Practical experience in InfoSec and the real-world application of cybersecurity principles for customers.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• Inclusive company culture with team-building activities and events.