Principal Customer Success Manager

Role Overview

The Principal Customer Success Manager will support all phases of the implementation process for moderately complex customer accounts, ensuring customers can use the product and/or service effectively and drive early success. The role will involve monitoring the health of customer implementation progress, identifying and addressing issues, and supporting the implementation readiness review process.

What You Will Do

The Principal Customer Success Manager will work closely with customers to understand their needs, determine how the solution can effectively achieve their goals, and develop a success plan based on their business needs. The role will also involve continuously monitoring the overall health of customer accounts to support solution adoption, renewals, and expansion.

Why It Might Be a Fit

The Principal Customer Success Manager will act as the main contact for a portfolio of medium- to large-sized customer accounts, building and maintaining strong relationships to ensure satisfaction, achievement of goals, and maximization of value. The role will also involve identifying downsell and cancelation risks and creating and driving retention plans through collaboration with internal stakeholders.

Requirements

• 5+ years of experience in customer success or a related field
• Proven track record of driving customer success and retention
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize tasks effectively

Benefits

• Flexible medical, life insurance, and retirement options
• Volunteer programs to give back to the community
• Competitive benefits package