Principal Customer Success Manager - Strategic
Skills
- Extensive customer success and enterprise account management experience in SaaS.
- Strong executive presence and ability to advise CxOs on platform adoption and ROI.
- Proven track record of managing renewals, negotiating contracts, and driving upsell.
- Analytical skills to measure impact, build business cases, and present ROI.
- Experience coordinating cross-functional teams and influencing product and GTM stakeholders.
Responsibilities
- Manage a book of largest global strategic Enterprise customers and own customer health, renewal, and growth.
- Develop and execute strategic account plans, QBRs, and value realization programs to drive ROI.
- Build strong relationships with decision-makers and cross-functional stakeholders across accounts.
- Forecast customer risk, proactively mitigate churn, and partner with AEs on renewal and upsell opportunities.
- Partner with technical CSMs and program managers to drive onboarding, rollout, training, and technical competency.
- Act as customer advocate internally to influence product roadmap and feature prioritization.
- Become an expert on the 6sense predictive engine and identify expansion use cases tied to business goals.
- Collect and communicate customer feedback and product performance to internal teams.
Education
- BA/BS degree required
- Master’s degree preferred
Benefits
- Comprehensive health, life, and disability insurance
- 401(k) employer matching program
- Generous paid time off, paid holidays, and quarterly self-care days
- Paid parental leave
- Stock options (subject to board approval)
- Learning and development resources including LinkedIn Learning
- Equipment and support for remote work
Average salary estimate
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