Principal Customer Success Manager

We’re looking for a Principal Customer Success Manager to own and grow our most important enterprise relationships across North America. You’ll be the most senior individual contributor on the US CS team, working with a focused book of our highest-ARR clients and setting the standard for how we deliver value at the enterprise level.

Requirements

• 7+ years of Customer Success experience in an enterprise SaaS organisation, with a proven track record of owning large, complex, multi-stakeholder accounts with significant ARR — ideally with exposure to retail, ecommerce or MarTech
• Executive presence — you’re comfortable and credible in conversations with CMOs, CTOs and CEOs at major enterprise organisations, and you know how to adapt your approach depending on who’s in the room
• Commercial sharpness — you spot risk and opportunity in account data, and you can navigate commercial conversations with confidence. You don’t wait to be asked
• Relationship depth — you build relationships that go beyond the day-to-day contact. Your clients trust you because you consistently deliver and tell them what they need to hear, not just what they want to hear
• Data fluency — you’re comfortable working with and interpreting performance data, and you can turn it into a clear narrative that lands with marketing and commercial stakeholders alike
• Technical credibility — you don’t need to be an engineer, but you understand enough about how Ometria works technically (APIs, data feeds, integrations) to hold your own with technical stakeholders and know when to escalate
• Organised and accountable — you manage a complex book of business without dropping balls. Your Salesforce hygiene is good, your forecasting is reliable and your clients know what to expect from you
• A natural at sharing what you know — you raise the people around you. You share your thinking, contribute to how the team works and are generous with your experience

Benefits

• Unlimited paid time off
• Health Insurance
• Dental
• Vision
• Mental Health Support