Principal Customer Success Manager

Company Overview

As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry’s largest data sets, we help advisors/advisers and agents to transform paper and manual operations into a secure, seamless digital experience - from proposal to commission- so they can help better secure the financial futures of their clients.

At iPipeline, you’ll play a major role in helping us to provide best-in-class, transformative solutions. We’re passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion.

We’re proud that we’ve been recognized as a repeat winner of various industry awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK. We believe that the culture we’ve built for our nearly 900 employees around the word is exceptional -- and we’ve created a place where our employees love to come to work, every single day.

Come join our team!

About iPipeline

Founded in 1995, iPipeline operates as a business unit of Roper Technologies (Nasdaq: ROP), a constituent of the Nasdaq 100, S&P 500®, and Fortune 1000® indices. iPipeline is a leading global provider of comprehensive and integrated digital solutions for the life insurance and financial services industries in North America, and life insurance and pensions industries in the UK. We couple one of the most expansive digital and automated platforms with one of the industry’s largest data libraries to accelerate, automate, and simplify various applications, processes, and workflows - from quote to commission - with seamless integration. Our vision is to help everyone achieve lasting financial security by delivering innovative solutions that connect, simplify, and transform the industry.

iPipeline is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status. We are committed to building a supportive and inclusive environment for all employees.

This is an office-based position.

Responsibilities

The Principal Customer Success Manager oversees the success of strategic customer relationships at the enterprise level. This role focuses on driving organizational-level customer success initiatives and ensuring alignment between customer goals and company objectives.

Account Ownership & Lifecycle Management:

• Own relationships with enterprise-level customers, overseeing multi-stakeholder engagements and organizational success planning.
• Align customer and company objectives through success frameworks and executive touchpoints.

Customer Advocacy & Retention:

• Anticipate customer challenges and proactively mitigate risks to long-term retention.
• Serve as a strategic advisor, helping customers maximize ROI and align with industry best practices.

Cross-Functional Collaboration:

• Collaborate with senior leaders in Product, Sales, and Marketing to drive enterprise account initiatives.
• Align internal roadmaps with customer priorities and feedback.

Process Improvement & Data Use:

• Use data to identify at-risk customers and develop targeted engagement plans.
• Propose enhancements to tools, playbooks, and lifecycle strategies based on analysis and feedback.

Strategic Customer Engagement:

• Leads Strategic Executive Briefings for complex or high-value customer accounts. Owns and optimizes the executive engagement rhythm, tailoring cadence to customer priorities and lifecycle stage.
• Proactively drives strategic outreach to executive and senior stakeholders to strengthen alignment and surface emerging needs.

Stakeholder Alignment:

• Orchestrates high-stakes, multi-stakeholder engagements across senior customer leadership and internal executives.
• Anticipates systemic cross-organizational friction points, designs coordination structures (e.g., joint steering committees, escalation paths), and drives resolution of complex interdependencies that span multiple accounts or business units.

Industry Acumen & Product Expertise:

• Maintains a deep knowledge of client industry, product, and role in the market.
• Applies industry and product expertise to guide customer conversations, anticipate needs, and provide contextual recommendations.
• Understands how customers create value in their market and tailors guidance to their business model and competitive environment.

All other duties as assigned

Experience/Qualifications

• Typically requires 10+ years of experience in customer success or account management OR 10+ years of experience in management consulting, technical account management, or enterprise software sales. Demonstrated track record of managing strategic, high-complexity accounts or portfolios.
• Experience in the software or financial services industries highly preferred.
• Microsoft 365: Advanced-level command of Microsoft 365; proven ability to design scalable account management frameworks, reporting templates, and collaboration structures in SharePoint/Teams that are adopted across the Customer Success organization.
• Salesforce: Advanced-level Salesforce skills; demonstrated experience designing account health scoring models, defining CRM data standards and workflows, and building portfolio-level views that drive strategic decision-making across the Customer Success function.
• Power BI: Expert-level Power BI skills; demonstrated ability to build and customize dashboards that visualize customer health, adoption trends, churn risk, and engagement metrics to drive data-informed account strategies.
• Clari: Advanced-level Clari skills; proven experience designing forecast models, defining account scoring and signal configurations, establishing inspection cadences, and building portfolio-wide pipeline views that drive strategic decision-making and forecast accuracy across the Customer Success organization.
• AI Tools (e.g., CoPilot): Advanced use of AI tools to accelerate complex workflows; including generating executive business review content, synthesizing multi-source customer data into actionable insights, building prompt templates for repeatable account analysis, and coaching peers on effective AI usage within established governance guardrails.
• Escalation Management: Proven technical acumen to recognize when an emerging issue is escalating to the point of requiring emergency intervention, including the judgment to raise a production outage incident at the appropriate threshold. Track record of engaging senior customer success and support leadership with authority during high-severity incidents, and driving systemic root-cause analysis that translates into process and product improvements reducing future escalation frequency and impact.
• Data-Driven Decision Making: Advanced proficiency in customer data analysis spanning multiple systems, segments, and portfolio-level views. Experience synthesizing complex and sometimes conflicting data sets to identify systemic patterns, forecast customer outcomes, and drive strategic decisions that impact the broader Customer Success function.
• Communication: Expert-level communication skills with a track record of managing high-stakes expectation-setting across senior customer stakeholders and complex account structures. Skilled at reframing difficult conversations, navigating competing priorities between the customer and the organization, and brokering outcomes that protect both the relationship and business interests. Coaches and mentors others on managing challenging customer dynamics.
• Ability to manage complex customer programs with exceptional organization, setting the standard for planning and prioritization across a strategic book of business.
• Demonstrates exceptional ownership of customer and business outcomes, leading others through critical customer moments while modeling healthy, high-performance work habits.
• Delivers compelling, strategic presentations to senior leaders and coaches others in storytelling, ROI framing, and business outcome alignment.
• Exceeds retention, expansion, and adoption goals across complex, high-value accounts and influences internal teams to resolve systemic customer issues.
• Change Management: Ability to manage changes in customer needs and align internal resources accordingly.
• Leadership: Strong leadership skills with the ability to mentor and develop less experienced team members.
• Demonstrated track record of managing strategic, high-complexity accounts or portfolios.

Solution Expertise: This is either/or. Deep expertise in enterprise software platforms and/or extensive experience with software development or delivery processes, including architectural considerations, integration patterns, and complex deployment scenarios. -OR-

Demonstrates authoritative understanding of the life insurance, annuity, or financial services industry, including regulatory dynamics, competitive landscape, and how customers' business models drive technology requirements. Leverages this technical and industry mastery to shape strategic customer engagements, anticipate downstream implementation risks across complex environments, and define best practices for ensuring product alignment with evolving customer needs across a portfolio of accounts.