Principal Customer Success Manager

Ometria

3h•Remote

About The Position

Ometria is seeking a Principal Customer Success Manager to manage and grow key enterprise relationships across North America. This role is the most senior individual contributor on the US CS team, focusing on high-ARR clients and setting standards for enterprise-level value delivery. Ometria is a Customer Data and Experience Platform designed for retail marketers to drive sustainable growth. The platform unifies data, provides customer insights, and enables personalized campaigns across various channels. Ometria serves prominent retail brands and has a global team with significant investor backing.

Requirements

7+ years of Customer Success experience in an enterprise SaaS organization.
Proven track record of managing large, complex, multi-stakeholder accounts with significant ARR.
Experience in retail, ecommerce, or MarTech is ideal.
Executive presence: comfortable and credible in conversations with C-suite executives.
Commercial sharpness: ability to identify risk and opportunity in account data and navigate commercial conversations confidently.
Relationship depth: ability to build relationships beyond day-to-day contacts and deliver difficult truths.
Data fluency: comfortable working with and interpreting performance data, and translating it into clear narratives for marketing and commercial stakeholders.
Technical credibility: understanding of technical aspects like APIs, data feeds, and integrations to engage with technical stakeholders and know when to escalate.
Organized and accountable: ability to manage a complex book of business effectively, maintain good Salesforce hygiene, and provide reliable forecasting.
Ability to share knowledge and mentor others, contributing to team processes and best practices.

Responsibilities

Retain customers, secure renewals, and achieve retention targets.
Manage the end-to-end renewal cycle for the assigned book of business, proactively identifying and resolving risks.
Monitor and understand customer sentiment across all stakeholder levels, from end-users to C-suite, and take corrective action when necessary.
Act as an internal advocate for customers, coordinating cross-functional teams to ensure swift resolution of challenges.
Provide timely and accurate updates to leadership on account health, risks, and successes.
Lead commercial negotiations for renewals and expansions within Ometria's pricing model for high-value North American accounts.
Identify and close upsell opportunities that align with delivered value.
Collaborate with the North American Sales team and leadership to pursue expansion opportunities and meet upsell ARR targets.
Develop and maintain strong relationships with senior stakeholders (CMOs, CTOs, CEOs, marketing and technology leads) in large, multi-stakeholder enterprise organizations.
Implement multi-threaded engagement plans that anticipate senior-level engagement needs and ensure appropriate Ometrian involvement.
Consistently deliver on commitments, establishing trust as a strategic partner.
Become an expert in the Ometria platform and the broader ecommerce and retail marketing landscape.
Lead Business Reviews, strategic marketing assessments, and account planning sessions, linking platform outcomes to client business goals.
Utilize retail intelligence, trend data, and platform insights to provide credible, forward-looking recommendations to senior commercial and marketing stakeholders.
Share methodologies and experience with team members, contributing to playbooks and account strategies.
Support complex or escalated situations across the wider team as needed.
Provide input to CS leadership on team improvement and growth strategies.