Principal Customer Success Manager

Procare Solutions • Quinte West, ON

2d • $110,000 - $130,000 • Hybrid

About The Position

The Principal Customer Success Manager (CSM) is a highly experienced and strategic leader who manages a portfolio of our most critical and complex enterprise accounts. This role operates with a high degree of autonomy, setting the standard for proactive customer engagement and strategic account management. The Principal CSM not only drives significant product adoption and payment processing but also acts as a mentor to junior team members, influences internal strategy, and navigates complex organizational dynamics to deliver exceptional customer value.

Requirements

• 7-10+ years' of experience in a senior customer-facing role, with a strong emphasis on managing large, strategic, and complex enterprise accounts.
• Extensive experience with GRR and NRR goals and a proven track record of exceeding them.
• Exceptional executive-level communication, negotiation, and presentation skills.
• Demonstrated ability to operate with a high degree of autonomy and strategic foresight.
• Leadership - Proven ability to lead by example, inspire confidence, and mentor others.
• Deep expertise in the SaaS business model and B2B customer lifecycle.

Responsibilities

• Own and lead a portfolio of our largest and most strategic accounts.
• Develop long-term, multi-year success strategies that align with the customer's executive-level business goals and our company's NRR objectives.
• Cultivate and maintain relationships with executives and key stakeholders.
• Act as a strategic partner, providing high-level guidance and thought leadership to ensure maximum ROI from our solutions.
• Tackle and resolve complex, high-stakes customer issues that require innovative and strategic solutions.
• Serve as a subject matter expert and mentor for other CSMs.
• Help develop best practices, contribute to team enablement, and provide guidance on handling complex customer scenarios.
• Work closely with senior leadership across Sales, Product, and Engineering to advocate for customer needs and influence product roadmaps and strategic initiatives.
• Develop and refine new frameworks or methodologies for Customer Success, which can be scaled across the organization.
• Actively transfer knowledge throughout the organization.
• Participate in knowledge-sharing projects to develop best practices and lead training sessions for new team members.

Benefits

• medical, dental, & vision plans
• HSA option with employer contributions
• Vacation time, holidays, sick days, volunteer & personal days
• 401K Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement and continued Professional Development
• Regular company provided meals

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed