Principal Customer Success Manager

Jobgether

2d

About The Position

This role is responsible for leading strategic enterprise customer relationships, ensuring adoption, retention, and measurable outcomes across a global, multi-product portfolio. The Principal Customer Success Manager blends executive engagement with hands-on operational oversight, guiding customers through the full lifecycle from onboarding to advocacy. The position involves partnering closely with cross-functional teams to deliver proactive, data-driven insights and optimize the customer experience. Success in this role requires balancing strategic thinking with operational execution while leveraging AI and analytics to drive customer value. The role is highly collaborative and impacts both customer satisfaction and revenue growth.

Requirements

• 10+ years in customer success, account management, or enterprise engagement in B2B SaaS or technology
• Proven experience managing complex global customers with multi-product portfolios in matrixed organizations
• Demonstrated ability to balance strategic relationship management with operational execution
• Track record of driving adoption, retention, and expansion outcomes
• Strong executive communication and influencing skills
• Proficiency with AI-enabled success platforms (e.g., Gainsight, Salesforce, Gong Copilot tools) and data-driven decision making
• Bachelor’s degree required; MBA preferred
• Ability to thrive in dynamic, cross-functional, and high-growth environments

Responsibilities

• Establish and maintain multi-level executive relationships to align customer objectives with outcomes and value
• Lead strategic customer success planning for enterprise accounts, including onboarding, adoption, retention, and advocacy
• Oversee the end-to-end customer lifecycle and coordinate cross-functional efforts across Sales, Product, Services, Marketing, and Support
• Drive adoption, value realization, and measurable ROI for customers
• Proactively identify and mitigate risks to ensure customer satisfaction and retention
• Provide insights to influence product strategy and enhance the customer experience
• Leverage AI-driven insights and analytics to identify opportunities and optimize engagement
• Champion customer advocacy through reference programs, testimonials, and thought leadership initiatives

Benefits

• Flexible work arrangements and supportive work-life balance programs
• Paid vacation, sick leave, parental leave, and mental health days
• Medical, dental, and vision coverage
• Retirement savings plans with company match
• Tuition reimbursement and career development programs
• Employee incentive programs and wellness resources
• Opportunities to make an impact through social responsibility initiatives

What This Job Offers

• Job Type: Full-time
• Career Level: Principal