Principal Strategic Customer Success Account Manager (AI Enabled, High-Touch)

Vertex Inc.•King of Prussia, PA

9d•$114,500 - $148,800

About The Position

The Principal Strategic Customer Success Account Manager (CSAM) partners with Vertex’s most strategic customers to drive value realization, retention, and growth. This role serves as a trusted advisor, combining human judgment with AI-driven insights to proactively guide customer outcomes. The Principal CSAM owns the end-to-end relationship across a portfolio of high-touch accounts, using predictive health signals and engagement data to identify risks, prioritize actions, and drive expansion. The role leads executive engagement and cross-functional collaboration across Sales, Support, Professional Services, Product Management, Research, Development, and Engineering to accelerate adoption, support renewals, and deliver a seamless customer experience. This position focuses on delivering high-impact engagement at critical moments while enabling scale and consistency through AI-driven strategies.

Requirements

10+ years of experience, including 8+ years in Customer Success or related roles.
Experience managing strategic, high-value customer relationships.
Strong business acumen and ability to use data to manage risk and growth.
Strong communication, executive presentation, collaboration, and influencing skills.
Experience with Salesforce, Gainsight, or similar platforms.
Equivalent experience may be accepted in place of a degree.

Nice To Haves

Bachelor’s degree in Business, Technology, or a related field.
Experience with AI-enabled or data-driven Customer Success models.
Familiarity with enterprise SaaS, ERP, or tax/compliance solutions.
Consulting or strategic advisory experience is preferred.
Understanding of value realization and customer-driven product strategy.

Responsibilities

Serve as the primary strategic relationship owner for high-value accounts, acting as a trusted advisor and escalation point for complex situations.
Own customer lifecycle outcomes, including value realization, retention (GRR), and expansion (NRR), aligned to customer business objectives.
Translate technical signals, adoption trends, and engagement data into clear business impact and executive-level insights.
Proactively leverage AI-generated insights, predictive health signals, and product usage data to identify risks, opportunities, and recommended actions.
Lead cross-functional 'path to green' plans for at-risk accounts and ensure mitigation execution.
Lead executive-level engagements, including business reviews, value realization checkpoints, and risk mitigation discussions.
Drive product adoption, sustained usage, renewals, and referenceability through outcome-based planning.
Identify and develop expansion opportunities aligned to customer value, partnering with Sales to influence pipeline development and deal progression.
Ensure alignment between high-touch engagement and AI-powered digital journeys to deliver continuous, proactive customer coverage.
Capture and elevate customer feedback, insights, and use cases to influence product strategy and overall customer experience improvements.
Lead and sponsor strategic initiatives to improve scalability, consistency, and customer outcomes.
Partner across teams to enhance customer experience and accelerate account growth.
Utilize Salesforce, Gainsight, and AI-enabled tools to document customer health, engagement, risks, and outcomes.
Balance customer needs with Vertex capabilities to drive sustainable, long-term outcomes.
Provide coaching and develop support to team members, where applicable.
Lead cross-functional driving accountability for outcomes without direct authority.
Establish best practices for AI-enabled customer engagement, value realization, and risk management.
Support workforce planning and portfolio strategy aligned to business priorities.
Contribute to initiatives that scale Customer Success coverage, improve operational efficiency, and reduce cost-to-serve.