Principal Customer Success Manager
About the role
For our client, we are seeking a Principal Customer Success Manager to join the team of a leader in the Consumer Technology space. This role will focus on building trusted enterprise relationships, driving adoption of a technology platform, and turning customer insights into measurable business outcomes. You will partner closely with executive stakeholders, sales colleagues, and internal teams to strengthen retention, identify expansion opportunities, and ensure customers realize the full value of the solution. The position also calls for strong commercial judgment, data-driven decision-making, and the ability to influence across the organization in a high-impact customer success environment.
Location: Remote - US based candidates only, no visa sponsorship available
Responsibilities
- Build and maintain detailed account plans that align customer business goals with the company's capabilities
- Cultivate deep relationships with stakeholders at all levels within client organizations
- Identify and pursue opportunities for platform adoption based on customer needs
- Lead executive business reviews focused on strategic outcomes
- Analyze product usage data to diagnose and address adoption issues
- Collaborate with sales on account expansion and risk management
- Mentor team members and influence organizational practices within Customer Success
Qualifications
- 10+ years of experience in B2B SaaS Customer Success, Account Management, or Consulting
- Bachelor's degree or equivalent experience
- Proven track record managing complex enterprise accounts
- Strong commercial instincts for building business cases
- Ability to translate adoption metrics into actionable plans
- Exceptional communication skills across all organizational levels
- Experience leading cross-functional initiatives without direct authority
Benefits
- Discretionary annual bonus
- Restricted Stock Units granted at hire
- 401(k) match
- Comprehensive employee benefits package
- Flexible work arrangements with remote access
Pay
$143,000 – $240,000 annually