Customer Success Manager, Principal

Velotic Software•Boston, MA

3d•$120,000 - $150,000•Remote

About The Position

The Principal Customer Success Manager supports Velotic’s Customer Success Management team and is responsible for customer advocacy, account management, churn prevention, and contributions to annual recurring revenue growth and retention. The role leads strategic customer relationships and owns the post-sale customer lifecycle, from account transitions and success planning through risk management, renewals, and expansion opportunities. It also drives adoption and business transformation, coordinates internal and customer stakeholders, and demonstrates measurable business impact through executive reviews, governance, success metrics, and analysis. The position is USA remote, with travel up to 25% if applicable.

Requirements

Proven success managing complex enterprise customer relationships, including executive stakeholder engagement, governance programs, strategic account planning, renewal management, and expansion strategy.
Demonstrated ability to lead customers through organizational change, adoption initiatives, digital transformation, and cross-functional business process improvements.
Strong executive communication, presentation, negotiation, and influence skills, including the ability to engage with C-suite and senior leadership audiences.
Experience managing high-value customer portfolios with significant business complexity, multiple stakeholder groups, and competing priorities.
Strong analytical and problem-solving skills, including the ability to translate data into strategic recommendations and measurable customer outcomes.
Ability to work independently, exercise sound judgment, and lead through ambiguity in a rapidly scaling and evolving environment.
Bachelor’s degree in engineering, manufacturing, computer science, or equivalent experience.
At least 7 years of relevant experience.

Nice To Haves

Experience in manufacturing, engineering, or another technical field.
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 programs, success planning, risk management, renewal strategy, and growth and expansion opportunities.
Drive customer adoption and business transformation through change management, aligning customer objectives with solution realization.
Act as the 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 that demonstrate 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.