Principal Customer Success Manager

Role Overview

The Principal Customer Success Manager – Enterprise owns a portfolio of high-growth and strategic enterprise accounts and is accountable for adoption, retention, renewal, expansion, and customer advocacy across a multi-product ecommerce platform.

What You Will Do

Account Ownership & Success Planning, Retention, Risk & Escalation Management, Growth & Advocacy, Cross-Functional Collaboration & Leadership, Data, Documentation & Performance.

Why It Might Be a Fit

8+ years of experience in Enterprise Customer Success, Account Management, or SaaS roles, Proven track record driving adoption, retention, renewals, and expansion in complex, high-growth accounts, Strong executive presence with the ability to influence senior and C-level stakeholders and navigate complex organizations.

Requirements

• 8+ years of experience in Enterprise Customer Success, Account Management, or SaaS roles
• Proven track record driving adoption, retention, renewals, and expansion in complex, high-growth accounts
• Strong executive presence with the ability to influence senior and C-level stakeholders and navigate complex organizations
• Data-driven and metrics-focused, with experience in success planning, documentation, and escalation management
• Commercial mindset with a focus on Net Revenue Retention (NRR) and churn reduction, and the ability to proactively manage customer health
• Comfort with contractual and commercial negotiation, including leading commercial conversations and managing commercial terms
• Exceptional interpersonal, influencing, and communication skills, including confidence leading strategic business reviews
• Ability to forecast renewals, churn risk, and upsell/cross-sell opportunities accurately
• Deep, hands-on knowledge of the company’s products and services, enabling clear guidance and strategic consultation at all levels
• Bias for action and results orientation, with the ability to manage competing priorities
• Highly organized and systems-oriented, with strong decision-making skills

Benefits

• Pay Transparency Range: $120,381.00 – $203,585.00
• Optional collaborative workspaces for team gatherings, workshops, and in-person connection
• Variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies