Principal Customer Success Manager - Veza

ServiceNow•Waltham, MA

1d•Remote

About The Position

The Principal Customer Success Manager is responsible for the end-to-end success of a defined portfolio of enterprise customers. This role carries direct accountability for customer outcomes, including executive alignment, realized business value, platform adoption, renewal readiness, and expansion identification. Operating with extreme ownership, this leader brings structure to complex environments, drives measurable results, and orchestrates internal resources without requiring direction. We hire builders and owners–not coordinators. This is a leadership-caliber individual contributor role deployed against a limited number of accounts to enable deeper executive engagement and measurable customer outcomes.

Requirements

12+ years managing complex enterprise customers within SaaS or platform organizations
Demonstrated ownership of large, multi-threaded accounts with executive visibility
Proven experience driving renewals, expansion, and long-term customer value
Strong business and financial acumen with the ability to connect adoption to ROI
Executive-level communication skills and presence
Comfortable operating in ambiguous, high-stakes environments
Track record of proactively identifying risk and driving resolution

Nice To Haves

Identity/Security Domain Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required. Relevant exposure may include: Identity Governance & Administration, Privileged Access Management, Access certifications / User Access Reviews, Compliance initiatives (SOX, ISO, NIST, SOC 2), Zero Trust programs, Security transformation efforts

Responsibilities

Own a portfolio of approximately 8-10 strategic enterprise customers
Operate within a high-touch engagement model where depth of partnership is prioritized over volume
Engage regularly with CIO, CISO, and senior technology leadership
Directly influence renewal outcomes, expansion opportunities, and executive satisfaction
Support customers operating in complex, highly integrated environments
Identify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigation
Serve as the accountable leader for the health, trajectory, and commercial posture of each assigned customer.
Establish clear success criteria and align internal execution accordingly.
Drive customers from deployment to durable operational reliance.
Orchestrate the resources required to achieve customer outcomes.
Treat each customer as a business, balancing advocacy with commercial responsibility.
Build trusted advisor relationships with CIO, CISO, and senior stakeholders.
Deliver Executive Business Reviews grounded in measurable business outcomes.
Align platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience.
Guide executive decision-making through insight and credible challenge when necessary.
Build and govern multi-year Success Plans for every strategic account.
Translate product capabilities into quantified business impact.
Ensure customers achieve the outcomes that justified their investment.
Develop referenceable advocates through demonstrated value.
Own renewal posture across the portfolio with no late-stage surprises.
Inspect leading indicators including adoption depth, executive engagement, and realized value.
Communicate risk early with a clear mitigation strategy and path to resolution.
Bring rigor and objectivity to evaluating account health.
Proactively identify erosion signals and mobilize cross-functional teams before issues escalate.
Develop and execute disciplined recovery strategies when required.
Deliver difficult messages when necessary to protect long-term outcomes.
Maintain high forecast accuracy for assigned accounts.
Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers across the customer lifecycle.
Align commercial strategy with the Account Executive to support retention and expansion.
Partner with Solution Engineers on technical strategy, ensuring deployments support defined success criteria.
Lead integrated account planning across Sales, Solutions, and Customer Success.
Foster a one-team approach focused on long-term customer value rather than functional handoffs.
Coordinate Sales, Professional Services, Support, Product, and partner teams
Establish governance frameworks that drive accountability and transparency
Remove obstacles and maintain execution momentum across large programs
Operate effectively within highly matrixed customer organizations