Principal Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Principal Customer Success Manager based in United States.

This is a strategic customer leadership role focused on driving retention, value realization, and long-term growth across a portfolio of complex enterprise accounts.

You will own relationships throughout the customer lifecycle, from onboarding and adoption to expansion and executive alignment.

Working closely with Sales, Product, Marketing, Implementation, and Risk teams, you will act as a trusted advisor and voice of the customer.

You will translate customer objectives and industry trends into actionable growth strategies and measurable business outcomes.

The role requires strong executive presence, commercial judgment, and the ability to align diverse stakeholders around shared priorities.

You will help customers navigate complex challenges while identifying opportunities to expand partnerships and introduce new use cases.

This is an influential opportunity for an experienced customer success leader who thrives in high-touch, strategic enterprise environments.

Accountabilities

• Own the end-to-end customer relationship for a portfolio of highly complex and strategic enterprise accounts, ensuring successful onboarding, strong adoption, optimal performance, and ongoing strategic alignment.
• Build and deepen relationships with senior executives and key stakeholders, establishing trusted partnerships across customer organizations.
• Lead discovery, change management, strategic alignment sessions, and executive business reviews with internal teams and customer stakeholders.
• Develop and execute long-term customer growth plans based on business objectives, industry trends, platform capabilities, and opportunities to increase value realization.
• Act as the voice of the customer internally, coordinating cross-functional resources to resolve account issues quickly and ensure a high-quality customer experience.
• Understand customer pain points, strategic initiatives, and business goals, then identify solutions and opportunities that can help achieve measurable outcomes.
• Identify and develop upsell, cross-sell, renewal, and expansion opportunities while managing complex, long-term commercial cycles with a consultative sales mindset.
• Partner with Marketing to turn key customer stakeholders into advocates and strengthen customer engagement.
• Collaborate with Product Management to explore emerging customer use cases and identify opportunities for new solutions and capabilities.
• Create compelling customer-facing materials and communicate partnership value effectively to executive audiences.
• Host and participate in executive customer meetings, onsite sessions, partner events, and industry engagements.
• Serve as a role model for other team members by demonstrating strong customer leadership, collaboration, accountability, and strategic thinking.
• Travel approximately 30% of the time to support customer meetings, events, and other business needs.

Requirements

• 5+ years of experience in senior Customer Success, enterprise SaaS deployment, program management, or a closely related role supporting large, complex, and strategic customers.
• Experience working with enterprise customers in payments, fraud prevention, e-commerce, or related technology environments is preferred.
• Proven ability to build trusted relationships with senior executives and successfully navigate complex stakeholder environments.
• Strong executive presence, communication skills, and confidence when engaging with C-level leaders, senior executives, operational teams, partners, and internal stakeholders.
• Demonstrated ability to align multiple stakeholders, facilitate consensus, resolve conflicts, and drive decisions across complex customer engagements.
• Strong commercial and sales acumen, with an understanding of customer retention, value realization, renewals, expansion, upselling, cross-selling, and complex sales cycles.
• Excellent program management skills, including strategic planning, resource orchestration, cross-functional collaboration, communication, prioritization, and attention to detail.
• Ability to develop and execute shared customer plans while maintaining visibility into the operational health and future direction of deployed solutions.
• Strong presentation and storytelling skills, with the ability to communicate effectively with both large audiences and small groups at varying levels of management.
• Analytical and business-oriented mindset with the ability to understand customer objectives, identify opportunities, and translate them into actionable strategies.
• Ability to work effectively in a fast-paced, results-oriented environment while managing multiple priorities and maintaining strong follow-through.
• Exceptional collaboration skills and the ability to coordinate effectively across Sales, Product, Marketing, Implementation, Risk, and other internal teams.
• Willingness and ability to travel approximately 30% annually.

Benefits

• Competitive base salary ranging from $160,000 to $180,000 USD annually, depending on geographic pay zone, experience, qualifications, skills, and market conditions.
• On-target commission opportunity of $53,333 to $60,000 annually, with potential commission accelerators and additional variable compensation.
• Eligibility for a stock option grant of 4,500 stock options, subject to applicable compensation guidelines.
• Unlimited/discretionary paid time off.
• 401(k) matching program.
• Paid parental leave of up to 12 weeks.
• Medical, dental, and vision insurance.
• Flexible Spending Account (FSA).
• Short-term and long-term disability insurance.
• Life insurance.
• On-demand therapy for employees and their dependents.
• Dedicated learning and professional development budget through Learnerbly.
• Annual performance bonus or commission opportunities.
• Company social events and employee merchandise.
• Remote work environment with flexibility for eligible US-based employees.
• Reasonable accommodations available throughout the hiring process for candidates who need individualized support.