Customer Success Manager, Principal

Cielo Projects

1d•Remote

About The Position

Velotic is an independent software company focused on industrial operations, bringing together the ThingWorx and Kepware portfolios with Proficy to support industrial manufacturers. The Principal Customer Success Manager supports the Customer Success Management team and plays a critical role in annual recurring revenue growth and retention, customer advocacy, account management, and churn prevention. Under the leadership of the Director of Customer Success Management, this role leads engagement across strategic accounts and owns the post-sale customer lifecycle. The position works with senior customer stakeholders and internal teams to drive adoption, transformation, renewals, risk management, and measurable customer value.

Requirements

Proven ability to manage large, complex customer relationships with senior executives, including account planning, contract renewal management, and identifying business expansion opportunities.
Demonstrated ability to guide customers through organizational change, system adoption, digital transformation projects, and process improvements across multiple departments.
Strong communication and presentation skills, including the ability to explain complex ideas clearly to senior executives and leadership teams.
Experience managing multiple high-value customer accounts simultaneously and balancing competing priorities and stakeholder groups.
Strong analytical skills, including the ability to review data, identify patterns, and make recommendations that lead to measurable business results.
Ability to work independently, make sound decisions, and adapt in a growing, dynamic business environment.
Fluent Japanese communication skills, both written and verbal.
Bachelor's degree in engineering, manufacturing, computer science, or equivalent professional experience.
At least 7 years of relevant professional experience in customer success, account management, or related fields.

Nice To Haves

Experience in manufacturing, engineering, or other technical fields.
Master's degree.

Responsibilities

Lead executive-level engagement across a portfolio of strategic accounts and build trusted advisor relationships with senior business and operational stakeholders.
Own and coordinate the post-sale customer lifecycle, including complex account transitions, executive governance, success planning, risk management, renewal strategy, and identification of growth and expansion opportunities.
Drive customer adoption and business transformation initiatives through change management, aligning customer objectives with solution realization.
Act as senior customer advocate and strategic coordinator across Sales, Professional Services, Solutions Consulting, Product, Support, and partner teams to resolve complex challenges and accelerate customer outcomes.
Develop and deliver executive business reviews, governance frameworks, success metrics, and recommendations demonstrating measurable business impact.
Analyze customer, product, and business performance data to identify trends, mitigate risk, inform strategic decisions, and drive continuous value realization.
Drive accountability among internal and customer stakeholders for business objectives, success plans, KPIs, and contractual commitments.