Principal Customer Success Manager – Technical

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

📋 Description

• Develop and nurture robust relationships with key customer contacts, implementation teams, partner implementers, and internal stakeholders to ensure continuity and advancement on large-scale service initiatives.

• Collaborate closely with customers to enhance engagement, retention, and growth. Conduct regular Business Reviews with key accounts to evaluate progress, comprehend evolving needs, and align on expansion strategies.

• Actively track customer usage patterns to pinpoint potential risks, discover new growth opportunities, and propose strategies for improved adoption.

• Serve as a trusted advisor to customers, adopting a customer-centric mindset to grasp their business requirements and advocate for their success.

• Offer expertise to evaluate client needs and identify valuable solutions that our product can provide.

• Establish clear, transparent goals to fulfill client requirements, collaborating closely with internal teams to ensure alignment and successful delivery.

• Maintain consistent and open communication with customers and internal stakeholders, representing the customer’s perspective across teams.

• Have a passion for data and insights, utilizing data to drive significant change and showcase measurable outcomes.

• Conduct L1 product demonstrations, review new features and functionalities, and guide customers on technical setups and configurations to enhance their product experience.

• Support feature adoption, facilitate onboarding, and manage change effectively, offering proactive assistance for key functionalities.

• Collaborate with AEs to identify and qualify upsell opportunities, generating internal referrals and contributing to pipeline growth.

⛳️ Requirements

• Over 5 years of experience in customer success, account management, or related fields, with a background in technical solutions and complex service engagements.

• Proven track record in identifying upsell opportunities and fostering growth within customer accounts.

• Strong technical expertise with the capability to deliver product demonstrations and consult on technical configurations.

• Exceptional interpersonal and communication skills, with a strong emphasis on customer-focused engagement and cross-functional collaboration.

• Demonstrated ability to manage multiple accounts and objectives in a fast-paced environment.

🏝️ Benefits

• Medical, dental, and vision insurance

• Short-term and long-term disability

• Life insurance and AD&D

• Supplemental life insurance (Employee/Spouse/Child)

• Health care and dependent care Flexible Spending Accounts

• 401(k) with company match

• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position.

• Paid parental leave

• Voluntary benefits including pet insurance