Customer Success Account Manager - Principal

## About the role * Develop and execute customer success plans that clearly define outcomes, success measures, and value realization milestones. * Proactively identify risks and opportunities, adjusting engagement strategies to improve customer health, resilience, and long-term partnership. * Ensure clear communication, executive alignment, and coordinated action to restore customer confidence and stability. * Manages large, complex, or strategically significant accounts with material revenue, usage, or transformation potential. * Work has a direct and measurable impact on customer satisfaction, retention, expansion, and long-term partnership outcomes. * Operates independently in ambiguous environments, exercising judgment, prioritization, and strategic thinking. * Serve as a role model CSAM, setting a high standard for customer engagement quality, executive presence, and operational maturity. * Influence across a matrixed organization without direct authority to drive alignment and execution. * Provide informal coaching and mentorship to less experienced CSAMs through knowledge sharing and best-practice leadership. * Contribute to the evolution of CSAM practices, tools, and frameworks by sharing insights and learnings from complex customer engagements. * At the Principal level, success is measured not only by delivery, but by sustained impact and leadership through influence: * Consistently delivers strong customer outcomes with minimal oversight. * Raises the standard for customer success execution and is sought out for guidance and expertise. * Demonstrates readiness for broader scope through strategic thinking, leadership behaviors, and durable customer impact. ## Requirements * Proven experience in customer success, account management, or consultative roles within complex enterprise environments. * Demonstrated ability to engage, influence, and build trust with senior business and technical stakeholders. * Strong executive communication, value storytelling, and outcome-oriented mindset. * Experience operating effectively in matrixed, cross-functional organizations. * Ability to work within the Australian timezone and consistently maintain Australian business hours. * Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience. * Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience. * Equivalent experience. * Minimum 3 years experience in change management and/or technology adoption. ## Nice to have * (None specified in the original text) ## What we offer * (None specified in the original text) ## About us * (None specified in the original text)