Principal Customer Success Manager

This is a fully remote position, open to applicants in Arizona, +6 more states.

📋 Description

• Direct strategic interactions with a portfolio of high-value clients.

• Act as a trusted advisor to stakeholders at all organizational levels, including C-suite executives.

• Maintain a comprehensive understanding of company solutions and the latest trends in cybersecurity.

• Provide expert advice on product functionalities and tailor solutions to meet customer and industry needs.

• Recommend the adoption and utilization of product features, functionalities, and services.

• Clearly communicate the ROI and long-term business impact of company offerings.

• Establish and oversee the customer journey from onboarding through to renewal.

• Create Customer Success Plans based on customer business objectives and success metrics.

• Formulate strategic recommendations by leveraging data insights to uncover trends, risks, and opportunities.

• Execute action plans that align with customer objectives and internal business strategies.

• Ensure customer retention and recurring revenue retention rates are maintained.

• Manage customer satisfaction and the overall experience throughout their lifecycle.

• Build strong relationships with customers and executive-level partners.

• Collaborate with customer stakeholders from frontline teams to executive leadership.

• Work alongside executive customers to identify challenges and advocate for tailored Fortra solutions.

• Collaborate with Sales Engineers and Account Executives on solutions, account planning, and cross-selling initiatives.

• Present information to both technical and non-technical audiences.

• Address and resolve escalated customer issues while leading effective communications and troubleshooting efforts.

• Maintain trusted advisor relationships with key influencers and decision-makers.

• Prioritize customer needs and swiftly address risks and challenges.

• Keep accurate CRM records, including opportunities and account details.

• Identify and cultivate upsell opportunities in collaboration with the sales team.

• Gather and relay customer feedback to internal teams.

• Influence Sales, Product, and Services teams to facilitate onboarding, proactive support, and strategic solutions.

• Share best practices and mentor less experienced Customer Success Managers.

• Lead special projects that enhance engagement, streamline processes, or support broader initiatives.

• Identify churn risks and implement strategies for retention and risk mitigation.

• Drive cross-functional efforts to resolve critical issues and minimize attrition.

• Develop scalable best practices, methodologies, and processes for Customer Success.

• Assess and communicate customer health metrics, retention risks, and growth opportunities to leadership.

• Formulate organizational customer success strategies in collaboration with C-suite leaders and managers.

• Schedule and facilitate customer meetings and Executive Business Reviews.

• Engage subject matter experts and relevant stakeholders for strategic discussions with customers.

• Refine business analysis processes to enhance efficiency and improve customer outcomes.

⛳️ Requirements

• Typically requires a minimum of 10 to 12 years in the current role.

• 15+ years of relevant experience in Strategic Account Management, Customer Success Management, or a similar customer-facing position in a technical setting.

• Generally requires a bachelor’s degree and 15+ years of experience, an advanced degree with 12+ years of experience, or an equivalent combination of education and experience.

• Exceptional presentation, written, and verbal communication abilities.

• Strong interpersonal skills, high energy, enthusiasm, integrity, and authenticity.

• Proven flexibility, results orientation, resourcefulness, and outstanding problem-solving skills.

• Demonstrated capacity to manage challenging situations and prioritize competing responsibilities effectively.

• Excellent organizational and time management skills; ability to handle multiple projects at once.

• Proven track record of cross-functional leadership and team coordination.

• Ability to establish credibility, motivate others, provide leadership, and work effectively with a diverse customer base while maintaining a positive attitude.

• Proven capability to navigate complex customer issues.

• Creative problem-solving skills and initiative.

• Ability to independently investigate and resolve issues before escalating when necessary.

• Subject matter expertise across various products, solutions, or brands.

• Exceptional negotiation, influence, and persuasion skills.

• Strong account ownership and ability to engage stakeholders at all levels, including executive leadership.

• Willingness and ability to travel for customer visits as needed, up to 25% of the time.

• Ability to perform work primarily involving computer and telephone use, including extensive keyboarding throughout the workday.

• Strong analytical and problem-solving abilities with exceptional attention to detail.

🏝️ Benefits

• Competitive salaries and benefits.

• Opportunities for personal and professional development.

• Flexible work arrangements.

• Health, dental, and vision coverage starting from hire date.

• Immediate enrollment in 401(k), HSA, and FSA plans.

• Flexible Paid Time Off (PTO) policy.

• Tuition and personal enrichment reimbursement.

• Option to enroll in an Identity Theft Protection Program.

• Perks promoting overall wellbeing.

• A culture that keeps employees connected and empowered.