Principal Customer Success Manager

The Role

We're seeking a Principal Customer Success Manager to oversee and grow key enterprise relationships across North America. Reporting to the Manager of Customer Success, this role involves managing a focused portfolio of high-ARR clients, ensuring renewals, driving revenue growth, building senior stakeholder relationships, and providing strategic guidance.

Responsibilities

• Own the renewal cycle for your book of business end to end, identifying risks early and resolving them before escalation
• Build and maintain a clear picture of customer sentiment across all stakeholders and take action when necessary
• Act as a vocal internal advocate for your customers, coordinating cross-functional teams to resolve challenges quickly
• Keep leadership informed with timely, accurate updates on account health, risks, and wins
• Own end-to-end commercial negotiations for renewals and expansions across a portfolio of high-value North American accounts
• Identify and close upsell opportunities that genuinely reflect value delivered
• Partner closely with the North American Sales team and leadership to pursue expansion opportunities and hit upsell ARR targets
• Develop genuine relationships with CMOs, CTOs, CEOs, and marketing and technology leads across large, multi-stakeholder enterprise organisations
• Maintain multi-threaded engagement plans that anticipate where senior conversations are needed and ensure the right Ometrians are involved
• Deliver on commitments consistently, ensuring clients see you as a trusted partner
• Become an expert in both the Ometria platform and the ecommerce and retail marketing landscape
• Lead Business Reviews, strategic marketing assessments, and account planning sessions that connect platform outcomes to your clients' business goals
• Use retail intelligence, trends data, and platform insights to make credible, forward-looking recommendations to senior commercial and marketing stakeholders at enterprise level
• Share your methodology and experience with team members, contributing to playbooks, account approaches, and how we raise the bar on CS practice at Ometria
• Step in to support complex or escalated situations across the wider team when needed
• Provide thoughtful input to CS leadership on how we continue to improve as the team grows

Requirements

• 7+ years of Customer Success experience in an enterprise SaaS organization, with a proven track record of owning large, complex, multi-stakeholder accounts with significant ARR — ideally with exposure to retail, ecommerce or MarTech
• Executive presence — comfortable and credible in conversations with CMOs, CTOs, and CEOs at major enterprise organizations, and able to adapt your approach depending on who's in the room
• Commercial sharpness — spot risk and opportunity in account data, and navigate commercial conversations with confidence. Don't wait to be asked
• Relationship depth — build relationships that go beyond the day-to-day contact. Clients trust you because you consistently deliver and tell them what they need to hear, not just what they want to hear
• Data fluency — comfortable working with and interpreting performance data, and turning it into a clear narrative that lands with marketing and commercial stakeholders alike
• Technical credibility — understand enough about how Ometria works technically (APIs, data feeds, integrations) to hold your own with technical stakeholders and know when to escalate
• Organised and accountable — manage a complex book of business without dropping balls. Good Salesforce hygiene, reliable forecasting, and clients know what to expect from you

Qualifications

• A natural at sharing what you know — you raise the people around you. You share your thinking, contribute to how the team works, and are generous with your experience

Benefits

• Unlimited paid time off
• Health Insurance
• Dental
• Vision
• Mental Health Support

Pay Range

The salary range for this role is $170,000 to $200,000. The final pay offered may vary based on several factors, such as job-specific knowledge, skills, and experience.

Schedule

The role is remote (US) with travel to customers required.