Principal Success Manager - Strategic Accounts

Key Responsibilities

Client Ownership & Engagement

• Own the strategic relationship with a portfolio of high-value Fortune 500 clients
• Serve as the main point of contact post-sale, ensuring alignment with client business objectives
• Act as a strategic advisor and tactical partner, guiding clients through platform optimization and maturity

Value Realization & Adoption

• Drive platform adoption, ensuring clients realize measurable business value
• Proactively identify opportunities for Ontic to solve additional pain points and help clients scale their protective intelligence programs
• Build success plans, map value drivers, and track ROI to strengthen business cases for renewal and growth

Strategic Guidance & Challenge

• Lead high-level business reviews and success planning sessions with senior executives and cross-functional stakeholders
• Challenge clients thoughtfully when needed—presenting data, trends, and best practices that guide better outcomes

Retention & Growth

• Forecast, manage, and own renewals, ensuring seamless continuation of service
• Partner with Sales to identify expansion opportunities and co-create account growth strategies
• Track account health signals and proactively mitigate risks to retention

Cross-Functional Collaboration

• Serve as the voice of the client internally, influencing product roadmaps, service offerings, and strategic initiatives
• Collaborate with Product, Engineering, Sales, and Marketing to ensure a coordinated approach to client satisfaction and innovation

Operational Excellence

• Contribute to scaling internal systems and workflows (e.g., SFDC, JIRA, Pendo) to drive efficiency and repeatability
• Help define and refine playbooks, onboarding frameworks, and client communication models

Preferred Qualifications

• 10+ years in Customer Success, Strategic Account Management, or related roles supporting Fortune 500 or global enterprise clients, the last 3-4 years focused on delivery value to high profile strategic accounts
• Proven track record of managing complex, high-touch client relationships and delivering strategic value
• Strong executive presence with the ability to engage and influence C-suite stakeholders
• Confident leading both strategic planning and hands-on tactical execution
• Exceptional communication, facilitation, and presentation skills
• Experience in SaaS platforms, preferably with enterprise B2B or security-related solutions
• Consultative mindset with strong business acumen and problem-solving skills
• Familiarity with tools like Salesforce, JIRA, Gainsight, ChurnZero, and Pendo is a plus
• Experience in the corporate security space is a plus
• Willingness to travel up to 30%, based on business needs

Benefits & Perks

• Competitive Salary
• Medical, Vision & Dental Benefits
• 401k
• Stock Options
• HSA Contribution
• Learning Stipend
• Flexible PTO Policy
• Quarterly company ME (mental escape) days
• Generous Parental Leave policy
• Home Office Stipend
• Mobile Phone Reimbursement
• Home Internet Reimbursement for Remote Employees
• Anniversary & Milestone Celebrations