# Principal Customer Success Manager

**Company:** [Yubico](https://hotfix.jobs/companies/yubico)
**Location:** Washington, DC
**Role:** Customer Success
**Salary:** $180k – $195k/yr
**Experience:** 10+ years
**Skills:** Customer Success Management, Identity And Access Management, Authentication, Salesforce, Gainsight, Churnzero, Project Management, CRM, Executive Communication, Account Management
**Posted:** 2026-09-01

> Leads strategic customer success for Yubico’s highest-value enterprise accounts, overseeing YubiKey deployments, adoption, renewals, expansion, and escalations. Requires 10+ years in customer success or IT, enterprise account leadership, executive communication, and familiarity with identity and authentication platforms.

## Job Description

## Responsibilities
- Enable successful rollout of YubiKeys to customer employees by developing project plans, communications, and end-user distribution tracking.
- Serve as a trusted advisor to C-level executives, program leaders, and technical teams, providing strategic guidance and thought leadership.
- Partner with customers on YubiKey deployment across business, operations, and distribution matters.
- Maintain regular communication throughout customer rollout, adoption, and resolution of challenges.
- Coordinate internal Yubico resources to support customer requirements.
- Represent CSM leadership in cross-functional forums and share enterprise market insights with Product and GTM teams.
- Own high-value enterprise accounts and drive retention, renewals, and growth.
- Lead resolution of critical account escalations before manager intervention.
- Collaborate with Sales and Solutions Engineering on revenue expansion opportunities.
- Identify customer advocacy opportunities, including testimonials and case studies.
- Serve as a subject matter expert and role model within the CSM organization; track account trends and coach peers.
- Design and implement scalable CSM frameworks, curricula, and playbooks.
- Plan and oversee special projects for non-standard account needs.

## Requirements
- 10+ years of experience in Customer Success Management, information technology, or a combination of the listed backgrounds; security experience is also relevant, including 5+ years specified in the qualifications.
- Experience managing relationships with large, complex, multinational enterprises using technical enterprise products.
- Experience leading matrixed account teams involving Sales, Solutions Engineering, and Professional Services.
- Exceptional presentation, communication, and project management skills, especially with C-level executives.
- Ability to guide executive decision-making with insight and credible challenge.
- Strong problem-solving, listening, analytical, and cross-functional communication skills.
- Ability to understand customer business priorities, anticipate needs, and clearly articulate issues and solutions.
- Self-motivated, enthusiastic, adaptable, and comfortable operating through uncertainty and change.
- Familiarity with, or ability to quickly learn, Identity and Access Management and authentication terminology and platforms.
- Proficiency with modern Customer Success and CRM tools.

## Tools and Platforms
- Salesforce
- Gainsight
- ChurnZero

## Compensation and Benefits
- Annual salary: $180,000–$195,000.
- Health, dental, and vision coverage; Yubico pays 100% of the employee premium and 85% of the family premium.
- 401(k) dollar-for-dollar match up to 6%, capped at $6,000 per year, with immediate vesting.
- $1,200 wellness reimbursement.
- $3,000 annual learning and development stipend and mentorship program.
- 15 vacation days, 10 holidays, and 7 sick days annually.
- Paid parental leave: 8 weeks for all parents, with an additional 8 weeks for birthing parents.
- Commuter benefits.

## Similar jobs

- [Principal Business Value Consultant](https://hotfix.jobs/jobs/8f035a06-beb6-4e40-b2da-b9628f7c42c0) - Motive - Remote - $200k – $235k/yr
- [Principal Success Manager - Strategic Accounts](https://hotfix.jobs/jobs/ffd79bcf-bf75-4943-b00b-1fe5aed63fd4) - Ontic - Remote - $150k – $160k/yr
- [Senior Principal Customer Onboarding Manager](https://hotfix.jobs/jobs/c2657702-0f1b-41d1-89a5-55331acd7ea8) - Nasuni - Remote
- [Customer Success Executive](https://hotfix.jobs/jobs/67a28cfe-5e4c-4869-bf4d-b990f04f9c96) - Okta - San Francisco, CA - $182k – $281k/yr
- [Director, Customer Experience](https://hotfix.jobs/jobs/ed42a8cf-a41d-4845-a0b0-22074e27a853) - Ramp - New York, NY - $190k – $290k/yr

**Apply:** https://hotfix.jobs/jobs/947c3c08-efbe-4d47-b933-4cab463c4e0c
**Canonical:** https://hotfix.jobs/jobs/947c3c08-efbe-4d47-b933-4cab463c4e0c