Principal Customer Success Manager

TL;DR

Principal Customer Success Manager (SaaS): Serve as a senior strategic partner to complex high-value customers, driving adoption, retention, and business outcomes with an accent on executive relationships and success planning. Focus on leading cross-functional initiatives, developing best practices frameworks, and mentoring other CSMs.

United States full-time.

Company

Enterprise SaaS provider specializing in identity security solutions.

What you will do

• Own executive relationships and success planning for a portfolio of strategic accounts.
• Partner with customers to define success metrics, drive adoption, and ensure long-term satisfaction.
• Act as trusted advisor aligning solutions with business goals.
• Lead initiatives to scale best practices, develop playbooks and templates.
• Contribute to product roadmap through feedback loops.
• Coach and mentor CSMs on strategic thinking and customer engagement.

Requirements

• 8+ years in Customer Success, Account Management, or Strategic Consulting, preferably in SaaS/enterprise software.
• Proven track record managing complex enterprise accounts and delivering business value.
• Exceptional communication and cross-functional collaboration with Product, Sales, Support, Engineering.
• Strong business acumen, problem-solving, and ability to influence at all levels.
• Experience leading initiatives and mentoring peers.

Nice to have

• Familiarity with Salesforce, Gainsight, or similar platforms.
• Industry expertise relevant to customer base.

Culture & Benefits

• Health coverage: medical, dental, vision insurance.
• Financial: 401(k) with matching, HSA with contribution, flexible spending accounts.
• Time off: flexible vacation, 8 paid holidays, sick leave, paid parental leave.
• Protection: disability, life insurance, EAP.
• Voluntary benefits: legal assistance, critical illness, pet insurance.