Principal Customer Success Manager

About This PositionThe Principal Customer Success Manager (CSM) is the expert individual contributor within the Customer Success organization, accountable for the success of our most strategic and complex customer relationships. This role drives long-term customer value, retention, and growth through deep alignment with executive stakeholders and cross-functional teams. Beyond owning a portfolio of high-value accounts, the Principal CSM solves the most complex customer scenarios, removes systemic blockers, and turns customer experience into improvements for Customer Success programs and plays. Success is measured by the ability to protect and grow the organization's most important customer relationships, drive resolution of complex challenges, and build repeatable approaches that improve outcomes across Customer Success. Key ResponsibilitiesOwn and manage a portfolio of the organization's most strategic and complex accounts, driving long-term strategy focused on value realization, retention, and expansionBuild and maintain executive-level relationships with customer stakeholders, serving as a senior voice of the customer for leadershipAlign cross-functionally across Sales, Service Delivery, Product, Support, and Executive teams to remove blockers and drive outcomesAct as the escalation authority for the most complex customer situations, spanning technical, commercial, and operational domainsTranslate lessons learned from complex engagements into improved Customer Success plays, programs, and best practicesProvide strategic guidance for critical account planning, at-risk accounts, and renewal/expansion strategyPartner with the Principal TAM as a peer advisor, and with Sales and Engineering on long-term growth planningDeliver executive business reviews and value-based reporting; track key metrics and KPIs across adoption, expansion, and account health Qualifications & Requirements10+ years in Customer Success, account management, or a related customer-facing role, with demonstrated success managing complex enterprise relationshipsStrong executive presence and credibility at the C-suite levelProven ability to lead cross-functional initiatives without direct authorityDeep experience developing and executing long-term account strategy, with advanced problem-solving skills in ambiguous environmentsExcellent written and verbal communication, including at the executive levelStrong analytical, organizational, and planning skillsSolid understanding of recurring revenue models, customer growth strategy, and service level/contract alignmentExperience in a service delivery or managed services environment, with a strong grasp of IT infrastructure and security conceptsPractical InfoSec experience and real-world application of cybersecurity principles for customers