Principal Customer Success Manager

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

📋 Description

• Take ownership of the renewal cycle for your portfolio, proactively identifying risks and addressing them before they escalate.

• Develop and sustain a comprehensive understanding of customer sentiment among all stakeholders — from end users to executives — and take corrective action when necessary.

• Serve as a strong internal advocate for your customers, facilitating collaboration among cross-functional teams to quickly resolve issues.

• Keep leadership updated with timely and accurate reports on account health, risks, and successes.

• Lead all commercial negotiations for renewals and expansions within a portfolio of high-value North American accounts, adhering to Ometria's pricing structure.

• Recognize and capitalize on upsell opportunities that authentically represent the value provided.

• Collaborate closely with the North American Sales team and leadership to pursue expansion opportunities and achieve upsell ARR objectives.

• Cultivate meaningful relationships with CMOs, CTOs, CEOs, and marketing and technology leaders across large, multi-stakeholder enterprise organizations.

• Maintain multi-threaded engagement strategies that anticipate the need for senior-level discussions and ensure appropriate Ometria team members are involved.

• Consistently fulfill commitments — your clients should view you as a trusted partner, not merely a vendor contact.

• Become proficient in both the Ometria platform and the ecommerce and retail marketing landscape.

• Lead Business Reviews, strategic marketing assessments, and account planning sessions that align platform outcomes with your clients' business objectives.

• Utilize retail intelligence, trend data, and platform insights to provide credible, forward-looking recommendations — particularly to senior commercial and marketing stakeholders at the enterprise level.

• Share your methodologies and experiences with team members, contributing to playbooks, account strategies, and enhancing customer success practices at Ometria.

• Step in to assist with complex or escalated situations for the broader team when necessary.

• Offer considered feedback to Customer Success leadership on how we can continue to improve as the team expands.

⛳️ Requirements

• 7+ years of experience in Customer Success within an enterprise SaaS environment, demonstrating a successful track record of managing large, complex, multi-stakeholder accounts with substantial ARR — ideally with experience in retail, ecommerce, or MarTech.

• Strong executive presence — comfortable and credible in discussions with CMOs, CTOs, and CEOs at major enterprise organizations, able to adapt your approach based on the audience.

• Commercial acumen — able to identify risks and opportunities in account data and navigate commercial discussions confidently without needing prompting.

• Depth of relationships — establish connections that extend beyond routine interactions. Your clients trust you due to your consistent delivery and honest communication, providing insights they need to hear, not just what they want.

• Proficient in data analysis — skilled in working with and interpreting performance data, transforming it into a compelling narrative that resonates with both marketing and commercial stakeholders.

• Technical understanding — while not an engineer, you possess a foundational understanding of how Ometria functions technically (APIs, data feeds, integrations) to engage effectively with technical stakeholders and recognize when to escalate issues.

• Organized and responsible — manage a complex portfolio without missing deadlines. Maintain good Salesforce hygiene, provide reliable forecasting, and ensure your clients know what to expect from you.

• A natural mentor — elevate those around you by sharing your insights, contributing to team dynamics, and generously imparting your experience.

🏝️ Benefits

• Unlimited paid time off

• Health Insurance

• Dental

• Vision

• Mental Health Support