Principal Customer Success Manager
Core
Own renewals and expansion for 30-40 strategic customers, protecting recurring revenue and driving growth in large enterprise accounts.
Role type
Principal Customer Success Manager (Sales role)
Builds
Enterprise contracts and strategic account growth plans
Domain
Cybersecurity / SaaS
Required skills
enterprise contract negotiation, quota ownership, strategic account management, churn risk identification, stakeholder management, Salesforce administration, MEDDPICC methodology
Preferred skills
AI-led churn tracking, mentoring junior CSMs, defining playbooks for renewals
Technologies
Salesforce, AI-led churn tracking tools
Responsibilities
Own the full renewal cycle for multi-million book accounts, negotiate enterprise contracts, run strategic discovery with senior stakeholders, build business cases for upsell/cross-sell, carry an expansion quota, lead critical escalations with Engineering and Support, mentor junior and senior CSMs, set the playbook for renewals and expansion in strategic accounts
Seniority
Principal, hands-on IC with mentorship responsibilities