Senior Principal Customer Success Manager
Core
Executive-facing partner to enterprise customers in UK, Ireland, and EMEA, building value relationships with leaders to shape incident response and reliability strategies.
Role type
Senior Principal Customer Success Manager (Enterprise)
Builds
Strategic roadmaps, playbooks, AI agents, and shared assets for customer adoption and expansion.
Domain
Digital Operations / Incident Management / AI
Required skills
Enterprise account management, executive stakeholder management, strategic roadmap co-creation, change management, incident management knowledge, AI tool usage (Claude/OpenAI Codex), value case building, QBR execution.
Preferred skills
German or French fluency, experience with consumption/AI-based pricing models, building AI workflows for teams.
Responsibilities
Own end-to-end customer journey from kick-off to renewal/expansion; build relationships with executives accountable for reliability; co-create strategic roadmaps aligned to customer OKRs; lead organizational change for product adoption; run executive business reviews; identify and mitigate risks to customer goals; collaborate with Sales/Product/Marketing to grow accounts and feed roadmap evidence; advise on best practices and build shared assets.
Seniority
Senior, hands-on IC with executive-level engagement