Principal Customer Success Manager - East
About The Position
As a Principal Customer Success Manager (Principal CSM), you will serve as a senior strategic partner to our most complex and high-value customers, while also acting as a thought leader and mentor within the Customer Success organization. This role extends beyond traditional account management—you will be responsible for driving customer value, influencing product direction, and establishing best practices. You will collaborate closely with cross-functional stakeholders in Product, Sales, Support, and Marketing to ensure that our customers achieve measurable business outcomes and long-term success. This position is well-suited for an experienced CSM who excels in strategic discussions, is comfortable navigating ambiguity, and enjoys mentoring colleagues.
Requirements
- 8+ years of experience in Customer Success, Account Management, or Strategic Consulting, preferably in SaaS or enterprise software.
- Proven track record of managing complex, enterprise-level accounts and delivering measurable business value.
- Exceptional communication, relationship-building, and executive presence skills.
- Experience working cross-functionally with Product, Support, Sales, and Engineering teams.
- Demonstrated ability to lead initiatives, mentor peers, and influence at all levels of an organization.
- Strong business acumen and problem-solving skills.
- Familiarity with tools like Salesforce, Gainsight, or similar customer success platforms.
- Industry expertise relevant to our customer base
Responsibilities
- Strategic Customer Management Own executive relationships and success planning for a portfolio of strategic accounts.
- Partner with customers to define success metrics, drive adoption, and ensure long-term satisfaction and retention.
- Act as a trusted advisor, providing insights that align our solutions with customers’ business goals.
- Thought Leadership & Best Practices Lead cross-functional initiatives to scale best practices across the Customer Success organization.
- Develop frameworks, playbooks, and templates to improve customer engagement and outcomes.
- Represent Customer Success in product feedback loops, contributing to roadmap discussions.
- Mentorship & Leadership Coach and mentor other CSMs to build capabilities in strategic thinking, customer engagement, and influence.
- Serve as a role model and informal leader within the team, driving a culture of excellence and collaboration.
Benefits
- Health and wellness coverage: Medical, dental, and vision insurance
- Disability coverage: Short-term and long-term disability
- Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
- Additional life coverage options: Supplemental life insurance for employees, spouses, and children
- Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
- Financial security: 401(k) Savings and Investment Plan with company matching
- Time off benefits: Flexible vacation policy
- Holidays: 8 paid holidays annually
- Sick leave
- Parental support: Paid parental leave
- Employee Assistance Program (EAP) and Care Counselors
- Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
- Health Savings Account (HSA) with employer contribution
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
