Principal Customer Success Manager - Strategic
Owns portfolio of largest global strategic customers, drives adoption, ROI, renewals, and growth. Partners with teams to ensure success, forecasts risks, and builds advocates; requires 10+ years enterprise CS experience and BA/BS.
Responsibilities
- Manage a book of largest, global strategic customers
- Work closely with global Enterprise customers to understand business goals, ensure adoption into daily workflows, generate positive ROI, and grow lifetime customer value
- Establish strong relationships with decision-makers and key influencers
- Develop, execute, and maintain strategic account plans and QBRs to drive business value and ROI
- Forecast, identify risk, and maintain strong customer renewal and growth rates in partnership with Account Executive team
- Maintain visibility into product performance and customer feedback; communicate and manage risk, resolve issues to minimize churn
- Become an expert on 6sense predictive engine, implementation, use cases, and expansion opportunities
- Partner with technical CSM and Program Managers for onboarding, product rollout, and training
- Advocate for customer product feature priorities internally and align with product roadmap
- Build customer advocates for references and success stories
- Juggle multiple projects, prioritize, and scale
Experience and Skills Required
- 10+ years of Customer Success, Account Management, or Consulting experience, ideally from high tech or SaaS company
- 3+ years in high-touch Strategic or Enterprise Customer Success with proven track record
- Experience with global 1000 Enterprise customers, multiple stakeholders, and success programs
- Advising CxOs on SaaS adoption for faster ROI
- Working with B2B demand gen, marketing operations, sales operations, and analytics teams
- Negotiating renewals and driving upsell opportunities
- Leading projects from conception to closure, leveraging internal resources
- Familiarity with marketing tech stack: Marketing Automation, digital marketing technologies, data providers, B2B digital media; experience with Marketing Automation, CRM a plus
- Strong analytical and communications skills
- BA/BS degree required; Master’s preferred
- Ability to travel ~30%
Additional Skills Desired
- 5+ years using BI (Tableau, Domo, MicroStrategy), Marketing Automation (Marketo, Eloqua, Pardot), or CRM (Salesforce, Dynamics)
- 2+ years domain expertise in Communications, Media, High-Tech, Manufacturing, Healthcare, Life Sciences, Financial Services, Insurance, or Retail
Compensation
Base Salary Range: $143,481 - $170,000 USD. Additional compensation may include bonus, commission, stock options. Benefits include health insurance, 401K matching, PTO, holidays, self-care days.
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