Principal Success Manager – Strategic Accounts

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

📋 Description

• Take ownership of the strategic relationship with a selection of high-value Fortune 500 clients.

• Act as the primary contact after the sale, ensuring alignment with the client's business goals.

• Serve as a strategic advisor and tactical partner, guiding clients in optimizing and advancing their platform usage.

• Promote platform adoption to ensure clients experience tangible business benefits.

• Proactively identify opportunities for Ontic to address additional challenges and assist clients in expanding their protective intelligence initiatives.

• Develop success plans, outline value drivers, and monitor ROI to enhance business cases for renewal and growth.

• Facilitate high-level business reviews and success planning sessions with senior executives and cross-functional stakeholders.

• Thoughtfully challenge clients as necessary by presenting data, trends, and best practices that lead to improved outcomes.

• Forecast, manage, and oversee renewals, ensuring a smooth continuation of services.

• Collaborate with Sales to pinpoint expansion opportunities and co-develop strategies for account growth.

• Monitor account health signals and proactively address risks to client retention.

• Act as the client's voice internally, influencing product roadmaps, service offerings, and strategic initiatives.

• Work with Product, Engineering, Sales, and Marketing teams to ensure a cohesive approach to client satisfaction and innovation.

• Assist in scaling internal systems and workflows (e.g., SFDC, JIRA, Pendo) to enhance efficiency and consistency.

• Aid in defining and refining playbooks, onboarding frameworks, and client communication strategies.

⛳️ Requirements

• Over 10 years of experience in Customer Success, Strategic Account Management, or similar roles supporting Fortune 500 or global enterprise clients, with the last 3-4 years focused on delivering value to high-profile strategic accounts.

• Demonstrated success in managing complex, high-touch client relationships and delivering strategic value.

• Strong executive presence with the capability to engage and influence C-suite stakeholders.

• Confident in leading both strategic planning and practical tactical execution.

• Excellent communication, facilitation, and presentation abilities.

• Experience with SaaS platforms, ideally in enterprise B2B or security-related solutions.

• Consultative mindset paired with strong business acumen and problem-solving capabilities.

• Familiarity with tools such as Salesforce, JIRA, Gainsight, ChurnZero, and Pendo is advantageous.

• Experience in the corporate security sector would be an added benefit.

• Willingness to travel up to 30%, depending on business requirements.

🏝️ Benefits

• Competitive Salary

• Medical, Vision & Dental Benefits

• 401k

• Stock Options

• HSA Contribution

• Learning Stipend

• Flexible PTO Policy

• Quarterly company ME (mental escape) days

• Generous Parental Leave policy

• Home Office Stipend

• Mobile Phone Reimbursement

• Home Internet Reimbursement for Remote Employees

• Anniversary & Milestone Celebrations