Principal Customer Success Manager (Federal)

DTEX Systems•Washington, DC

2d•Hybrid

About The Position

The Principal Customer Success Manager is a deeply experienced individual contributor responsible for leading DTEX’s most complex, high‑impact, and visible customer relationships. This role drives transformational outcomes for customers operating in global, regulated, or highly customized environments while building long‑term executive trust. The Principal CSM operates with significant autonomy, leading large‑scale onboarding, deployment, and transformation programs in regulated, global, and highly customized environments. They are accountable for value realization and long‑term adoption, while building trusted executive relationships. In parallel, this role shapes Customer Success strategy, tooling, and operating frameworks through hands‑on experience with DTEX’s most complex customers.

Requirements

Extensive experience leading complex post‑sales engagements in enterprise SaaS, security, or technology platforms.
Proven track record managing technically complex onboarding, deployment, and transformation programs.
Strong security domain knowledge, particularly in cybersecurity, insider risk, data protection, or adjacent fields.
Ability to lead cross‑functional technical teams and manage high‑stakes escalations.
Executive‑level communication skills, with the ability to translate technical complexity into clear business outcomes.
Strong program management skills and comfort operating in ambiguous, high‑pressure environments.

Nice To Haves

Experience supporting global, regulated, or highly customized enterprise customers.
Hands‑on familiarity with security operations, compliance frameworks, or enterprise IT environments.
Experience contributing to Customer Success frameworks, tooling strategy, or operating model design.
Experience with Customer Success platforms such as PlanHat or Gainsight and CRM tools such as Salesforce.
Demonstrated use of AI tools to improve productivity, insight quality, or operational scale.

Responsibilities

Own and lead complex technical onboarding, deployment, and migration initiatives, including multi‑phase rollouts, integrations, and environment stabilization.
Serve as the main point of contact for the customer post‑sale, driving alignment across Customer Success, Technical Success, Support, Engineering, Product, and Services.
Translate customer security, compliance, and operational requirements into clear implementation plans, success criteria, and architectural guardrails.
Proactively identify technical risks related to performance, scalability, interoperability, compliance, and data handling, and drive mitigation plans.
Lead customer escalations, working directly with Technical Success to isolate root causes and drive resolution.
Guide customers strategically through platform maturity, configuration optimization, and operationalization in production environments.
Own end‑to‑end account strategy for DTEX’s more complex and visible Federal customers.
Build and sustain trusted relationships with customer executives, security leaders, and technical stakeholders.
Lead executive‑level business reviews focused on outcomes, risk posture, platform maturity, and realized value.
Balance customer advocacy with technical and organizational realities, setting clear expectations and avoiding over‑commitment.
Drive renewal outcomes through strong technical adoption, demonstrated value, and reduced operational risk.
Identify early indicators of adoption, technical, or value realization risk and intervene decisively.
Partner with Sales on expansion strategy, renewal positioning, and solution alignment based on customer maturity.
Leverage AI‑powered tools to improve efficiency, insight generation, and scalability across Customer Success workflows.
Use AI to accelerate data analysis, customer health assessment, risk identification, and executive reporting.
Contribute to the evaluation and adoption of AI‑enabled CS processes, tooling, and automation.
Apply AI responsibly and pragmatically, with awareness of data sensitivity, security, and compliance considerations.
Primary post‑sales contact delivering a consistent, value‑focused experience.
Run customer kickoffs, set roles, expectations, success criteria, and communication cadence.
Drive deployment momentum and early wins that prove value.
Guide adoption and outcomes through clear success plans and business reviews.
Partner with Sales to execute account strategy and expansion plays.
Identify and progress upsell and cross‑sell opportunities.
Maintain high satisfaction and manage risk to support renewal targets.
Coordinate and manage escalations across Support, Engineering, and Product to resolution.
Deliver concise status reports on health, progress, risks, and blockers.
Plan, lead, and document meetings with clear outcomes and follow‑through.
Use PlanHat to track health, manage workflows, and operate playbooks.