About The Role

ROLE SUMMARY

Under the leadership of the Director of Customer Success Management, we are hiring a Principal Customer Success Manager to support the Customer Success Management team. This role is critical to ARR growth and retention and will be responsible for customer advocacy, account management, and churn prevention.

KEY RESPONSIBILITIES

Lead executive-level customer engagement across a portfolio of strategic accounts, establishing trusted advisor relationships with senior business and operational stakeholders to drive long-term customer value and success.
Own and orchestrate the post-sale customer lifecycle, including complex account transitions, executive governance programs, success planning, risk management, renewal strategy, and identification of growth and expansion opportunities.
Drive customer adoption and business transformation initiatives through effective change management practices, ensuring alignment between customer objectives and solution realization.
Serve as the senior customer advocate and strategic quarterback across Sales, Professional Services, Solutions Consulting, Product, Support, and partner teams to resolve complex business challenges and accelerate customer outcomes.
Develop and deliver executive business reviews, governance frameworks, success metrics, and outcome-oriented recommendations that demonstrate measurable business impact.
Analyze customer, product, and business performance data to identify trends, mitigate risk, influence strategic decisions, and drive continuous value realization.
Drive accountability across internal and customer stakeholders against defined business objectives, success plans, KPIs, and contractual commitments.

REQUIRED QUALIFICATIONS

Experience in manufacturing, engineering, or other technical field is preferred
Proven success managing complex enterprise customer relationships, including executive-level stakeholder engagement, executive governance programs, strategic account planning, renewal management, and expansion strategy development.
Demonstrated ability to lead customers through organizational change, adoption initiatives, digital transformation efforts, and cross-functional business process improvements.
Strong executive communication, presentation, negotiation, and influence skills, with the ability to engage effectively with C-suite and senior leadership audiences.
Experience managing high-value customer portfolios with significant business complexity, multiple stakeholder groups, and competing priorities.
Strong analytical and problem-solving skills with the ability to translate data into strategic recommendations and measurable customer outcomes.
Ability to operate independently, exercise sound judgment, and lead through ambiguity in a rapidly scaling and evolving environment