Principal Customer Success Manager

We’re seeking a Principal Customer Success Manager to join our team and lead strategic customer relationships across our most valuable accounts. You’ll act as a trusted advisor to executive stakeholders, deliver measurable business outcomes, and help drive long-term customer success, retention, and expansion.

This is a senior individual contributor role for someone who is both strategic andhands-on, with deep experience in consultative customer engagement, cross-functional influence, and delivering value in a fast-paced SaaS environment.

If you love to own a process, work with others and deliver world-class service, please read on!

Key Responsibilities

• Own a portfolio of strategic enterprise customers and be accountable for retention, satisfaction, and expansion.
• Build and maintain executive-level relationships to become a trusted business advisor.
• Lead QBRs, executive reviews, and value discussions using business metrics, insights, and product roadmap updates.
• Drive adoption and success of our platform by aligning customer goals with product capabilities.
• Identify whitespace opportunities and drive expansion and upsell opportunities.
• Contribute to thought leadership content, best practices, and customer-facing resources.
• Act as the voice of the customer internally, influencing product, marketing, and support teams.
• Mentor junior CSMs and help elevate the team’s overall performance.
• Analyze customer usage data and trends to proactively address risk and identify opportunities.
• Responsible for managing all assigned client relationships.
• Responsible for meeting retention targets on assigned client business year to year.
• Represent ClearlyRated at customer visits and trade show events, which may require occasional travel across the United States and Canada.

Skills Knowledge and Expertise

• 7+ years in Customer Success, Account Management, or Strategic Consulting, ideally in B2B SaaS
• Strong consultative selling skills and executive presence
• Track record of managing large, complex accounts and delivering measurable business outcomes
• Proven ability to influence senior stakeholders and internal cross-functional teams
• Comfortable leading strategic conversations with C-suite stakeholders
• Deep understanding of SaaS metrics (NRR, GRR, adoption, churn, NPS, etc.)
• Experience with tools like Salesforce, HubSpot, Gainsight, Catalyst, or ChurnZero
• Excellent communication and presentation skills
• High EQ, strong judgment, and a proactive, resourceful approach
• A growth mindset with a passion for helping customers and teams thrive
• Background in professional services, CX/EX, or vertical SaaS
• Experience mentoring or coaching others
• Familiarity with product-led growth (PLG) environments
• Excellent written and oral communication skills
• Creative, resourceful and flexible approach to problem solving
• Be a team player
• Have a sense of humor

ClearlyRated Culture

We believe in providing our clients fanatical service and expect you to provide that same level of service to internal and external customers. We view client service as paramount to our success and the following are just a couple examples of how we approach it day-to-day.

• Any employee can spend up to $100 without management approval to “make a client’s day”.
• We drove to a client’s office in Seattle with a basket of gifts for their entire office to personally apologize for a mistake we made with one of their surveys.
• We have been known to send bottles of Oregon Pinot Noir to east coast clients to “virtually” toast the completion of a successful project.

Diversity, Inclusion & Equity at ClearlyRated

Building a business diverse in age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective is not only good business, it’s the right thing to do. At ClearlyRated we are committed to integrating this practice into all aspects of our business. We want our employees and customers to bring their whole selves to the table and feel empowered to use their unique voices to add to the discussion. That’s why we’re up to the challenge to make sure those voices represent the world we live in.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At ClearlyRated we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.