Principal Customer Success Manager

Principal Customer Success Manager

Unleash your potential : whether two years or twenty, discover rewarding journeys with us! The Principal Customer Success Manager is an experienced and highly strategic individual contributor responsible for overseeing the success of the most critical and complex customer accounts. In this role, the Principal CSM acts as a trusted advisor to high-value enterprise clients, driving customer outcomes, assisting with service delivery optimization, and contributing to revenue growth through strategic account management. The Principal CSM manages the relationship lifecycle for these key accounts, acting as the main point of contact and collaborating cross-functionally with internal teams to ensure service excellence. This role requires a deep understanding of customer needs, a proactive approach to identifying challenges and opportunities, and the ability to influence both customer and internal stakeholders. While the Principal CSM does not manage a team, they serve as a thought leader within the Customer Success department, contributing to process improvements and best practices.

Duties and Responsibilities

Strategic Account Management

• Serve as the lead point of contact for high-value, strategic enterprise customers, developing strong, long-term relationships with key stakeholders and decision-makers.
• Develop and execute tailored customer success strategies that align with the customer's business objectives, ensuring the delivery of tangible outcomes.
• Conduct executive business reviews, providing insights on performance metrics (SLAs / KPIs), risk assessments, and recommendations for future success.
• Drive strategic discussions with customers to identify and capitalize on opportunities for optimization, growth, and innovation in service delivery.

Customer Advocacy and Escalation Management

Operational Excellence

Revenue Growth and Business Impact

Thought Leadership and Best Practices

Reporting and Insights

Position Requirements / Qualifications

Education : Bachelor's degree required; advanced degree (MBA or equivalent) preferred.

Experience :

Skills :