Sr. Principal Customer Success Manager

About the role

For our client, we are seeking a Sr. Principal Customer Success Manager to join the team of a leader in the Information Technology space. This role will support revenue growth through customer focus, relationship development, and disciplined commercial execution. You will collaborate with sales, customer, product, and operational partners to identify opportunities, solve problems, and improve outcomes. The position offers the opportunity to strengthen market execution, customer relationships, and measurable business results within a technology-driven environment.

Responsibilities

• Build and maintain trusted relationships with C-suite executives
• Drive product adoption and deliver measurable business outcomes
• Develop and execute Customer Success Plans aligned with client goals
• Lead stakeholders through complex implementation and transformation projects
• Advise clients on AI and emerging technology integration
• Identify risks and implement mitigation strategies with account teams
• Act as the voice of the customer to improve the company offerings
• Collaborate with cross-functional teams to enhance the customer experience

Qualifications

• 10+ years in Customer Success or related fields with a focus on managing complex strategic customers
• Experience working at the executive level with Fortune 500 companies
• Proven record in leading initiatives that drive measurable customer outcomes and tangible success
• Background in AI and digital transformation in enterprise settings
• Strong knowledge of the company products like Jira and Confluence, including use case recommendations
• Familiarity with Customer Success Planning tools such as Gainsight and Salesforce
• Strong skills in problem-solving and communication, with effective stakeholder management

Benefits

• Health and wellbeing resources
• Paid volunteer days
• Variety of community engagement opportunities

Location: Remote - US based candidates only, no visa sponsorship available
Compensation: $201,600 – $263,200 annually