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, high-impact customer success leadership role focused on the success of complex enterprise accounts.

You will own relationships across the full customer lifecycle, from onboarding and adoption through retention, expansion, and long-term growth.

Working with senior customer executives and internal leaders, you will translate business objectives into measurable strategies and outcomes.

The role sits at the intersection of customer success, enterprise SaaS, fraud prevention, payments, and e-commerce.

You will orchestrate cross-functional teams, resolve complex challenges, and serve as a trusted voice for strategic customers.

Success requires strong executive presence, commercial acumen, program management expertise, and exceptional relationship-building skills.

With a remote-first environment and approximately 30% travel, this position offers significant visibility and the opportunity to shape high-value customer partnerships.

Accountabilities

• Own the end-to-end customer relationship for a portfolio of complex and highly strategic enterprise accounts, ensuring effective onboarding, adoption, performance, retention, and long-term value realization.
• Establish and deepen relationships with senior executives and key stakeholders, building trust and alignment across customer organizations.
• Lead discovery, change-management, strategic-alignment, and business-planning sessions with customers and internal teams.
• Develop and execute long-term growth plans based on customer objectives, industry trends, platform capabilities, and emerging opportunities.
• Act as the voice of the customer, coordinating cross-functional resources to resolve issues quickly and maintain strong customer outcomes.
• Create compelling executive-level collateral and lead business reviews that clearly demonstrate partnership value, progress, and strategic impact.
• Identify opportunities for upselling, cross-selling, broader adoption, and expansion within existing customer organizations.
• Partner with Marketing to develop customer advocates and strengthen strategic relationships.
• Collaborate with Product Management to explore emerging customer use cases and new solutions, including opportunities related to returns abuse prevention and account integrity.
• Host and participate in executive customer meetings, onsite sessions, partner events, and industry engagements.
• Serve as a role model for customer success practices and contribute expertise and leadership to the broader team.
• Travel approximately 30% of the time for customer meetings, events, and other business needs.

Requirements

• 5+ years of demonstrated success in senior-level customer success, enterprise SaaS deployment, program management, or comparable roles supporting large, complex, and strategic customers.
• Experience in payments, fraud prevention, and/or e-commerce is strongly preferred.
• Proven ability to build trusted relationships with C-suite executives, senior leaders, and diverse stakeholder groups within large enterprise accounts.
• Strong executive presence, communication, presentation, and influencing skills, with the confidence to navigate complex customer situations and challenge perspectives when appropriate.
• Demonstrated ability to manage multiple stakeholders, build consensus, resolve conflicts, and drive decisions through effective collaboration.
• Strong sales and commercial acumen, including an understanding of complex, long-term sales cycles and the ability to identify retention, upsell, cross-sell, and expansion opportunities.
• Excellent program management capabilities, including strategic planning, resource orchestration, cross-functional coordination, communication, analytical thinking, and attention to detail.
• Ability to develop and execute shared customer plans while maintaining operational health across current and future solutions.
• Strong customer-centric mindset with the ability to understand business pain points, strategic priorities, and desired outcomes and translate them into actionable plans.
• Comfortable presenting to audiences ranging from day-to-day operational teams to senior executives and C-suite stakeholders.
• Ability and willingness to travel approximately 30% annually.

Benefits

• Remote work opportunity within the United States.
• Base salary range of $160,000-$180,000 annually, depending on geographic pay zone, skills, experience, qualifications, and market conditions.
• Tier 1 locations: $175,000-$180,000 annually.
• Tier 2 locations: $170,000-$175,000 annually.
• Tier 3 locations: $160,000-$165,000 annually.
• Eligibility for a stock option grant of 4,500 stock options, subject to internal compensation guidelines.
• Commission plan with an on-target commission range of $53,333-$60,000 annually, with potential accelerators and additional variable compensation.
• Annual performance bonus or commissions, as applicable.
• Unlimited/discretionary paid time off.
• 401(k) matching.
• Paid parental leave of up to 12 weeks.
• Medical, dental, and vision insurance.
• Flexible Spending Account (FSA).
• Short- and long-term disability insurance.
• Life insurance.
• On-demand therapy for employees and their dependents.
• Dedicated professional learning budget through Learnerbly.
• Company social events and branded employee merchandise.
• Reasonable accommodations available to support an inclusive interview experience.