Senior/Principal Customer Success Manager

About the role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior/Principal Customer Success Manager based in the United States. This role focuses on driving long-term customer value within a managed cloud and SaaS environment.

Responsibilities

• Own a portfolio of strategic customer relationships, providing a high-touch customer experience and guiding clients throughout their adoption, engagement, and expansion journey.
• Drive revenue growth by identifying upsell and cross-sell opportunities, increasing customer value, and minimizing churn and contract risks.
• Develop and maintain comprehensive customer success plans aligned with customer objectives, business outcomes, and technology adoption goals.
• Partner with customers to maximize solution utilization, support innovation initiatives, and connect business needs with relevant product capabilities.
• Define, monitor, and report on key customer success metrics, including retention, revenue performance, adoption indicators, and customer satisfaction.
• Lead executive-level business reviews and strategic conversations to demonstrate value, address challenges, and strengthen partnerships.
• Collect and communicate customer feedback to internal sales, product, engineering, marketing, and professional services teams to improve offerings and identify growth opportunities.
• Maintain accurate customer documentation, share best practices, and contribute to continuous improvement of customer success processes.

Requirements

• 7+ years of experience in customer success, customer engagement, account management, or a related client-facing leadership role.
• 5+ years of experience working with enterprise software, cloud solutions, SaaS platforms, or technology-driven environments.
• Proven success managing strategic customer relationships and influencing senior and executive-level stakeholders.
• Strong understanding of customer lifecycle management, adoption strategies, retention, and expansion opportunities.
• Excellent written and verbal communication skills, with the ability to explain complex technical and business concepts clearly.
• Strong organizational, prioritization, and problem-solving abilities with experience managing multiple initiatives and deadlines.
• Ability to work independently, take ownership, and thrive in a fast-paced, collaborative environment.
• Experience using operational and customer management tools such as Salesforce, ServiceNow, Jira, Confluence, Power BI, Microsoft Office, Teams, or equivalent platforms.
• University degree or equivalent professional experience required; ITIL Foundation certification is preferred.
• Strong interpersonal skills with a customer-first mindset and the ability to build trust quickly.

Benefits

• Competitive compensation package.
• Remote work flexibility.
• Opportunity to work with global enterprise customers and innovative SaaS technologies.
• Collaborative and inclusive culture focused on professional growth and knowledge sharing.
• Opportunities to develop expertise in customer success, cloud solutions, and digital transformation.
• Supportive environment with access to leadership and cross-functional collaboration.
• Professional development opportunities to expand skills and career progression.