Principal Customer Success Manager - Strategic

Principal Customer Success Manager - Strategic

This role provides a high-impact opportunity to drive growth, retention, and long-term value for a portfolio of strategic enterprise customers. As a Principal Customer Success Manager, you will own key advisory relationships, guide adoption of technology solutions, and ensure measurable results that align with customer business objectives. You will work closely with executive stakeholders, internal teams, and cross-functional partners to maximize customer ROI and foster advocacy. The position offers exposure to complex, global accounts and the chance to influence product strategy while building scalable customer success programs. Ideal candidates are strategic, relationship-focused, and thrive in fast-paced, results-oriented environments where customer success directly drives business outcomes.

Accountabilities:

• Manage a portfolio of the largest global strategic customers, serving as the primary advisor for adoption, business value, and ROI
• Build strong relationships with C-level executives and key decision-makers to drive alignment and customer satisfaction
• Develop and execute strategic account plans, including quarterly business reviews and success metrics
• Collaborate with internal teams to monitor product performance, gather feedback, and proactively resolve issues
• Advocate for customer priorities within internal product and technical teams to influence roadmap and feature development
• Identify growth opportunities, drive upsell initiatives, and ensure high renewal and retention rates
• Act as a customer champion, creating references, case studies, and promoting success stories

Requirements:

• 10+ years of experience in Customer Success, Account Management, or Consulting, preferably in high-tech or SaaS environments
• 3+ years in high-touch Strategic or Enterprise Customer Success managing global accounts with multiple stakeholders
• Proven experience advising executives, including CxOs, on technology adoption and driving measurable ROI
• Strong understanding of B2B demand generation, marketing operations, and analytics workflows
• Experience negotiating renewals, identifying upsell opportunities, and driving account growth
• Excellent communication, analytical, and strategic thinking skills
• BA/BS required; Master's degree preferred
• Ability to travel approximately 30% to customer sites
• Familiarity with marketing technology stack (CRM, Marketing Automation, BI tools) is a plus
• Industry expertise in Communications, Media, High-Tech, Manufacturing, Healthcare, Life Sciences, Financial Services, Insurance, or Retail is desirable

Benefits:

• Competitive base salary range: $143,481 - $170,000, plus potential bonuses or commission and stock options
• Comprehensive health insurance coverage, including medical, dental, and vision
• Paid parental leave, generous PTO, paid holidays, and quarterly self-care days
• 401(k) employer matching program
• Support for professional growth and learning, including LinkedIn Learning and other development initiatives
• Home office setup, remote work flexibility, and equipment support
• Wellness programs, employee resource groups, and events promoting well-being and inclusivity