Principal Customer Success Manager
Core
Senior strategic partner to complex, high-value enterprise customers driving adoption, retention, and business outcomes while influencing product direction.
Role type
Principal Customer Success Manager (Strategic IC)
Builds
Customer success plans, adoption strategies, and cross-functional initiatives for enterprise accounts.
Domain
SaaS / Enterprise Identity Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic account management, executive relationship building, cross-functional collaboration, data-driven insights, mentorship, business acumen, risk sensing, roadmap influence
Preferred skills
SaaS or enterprise software background, experience with Salesforce/Gainsight, industry expertise
Technologies
Salesforce, Gainsight
Responsibilities
Own executive relationships and success planning for strategic accounts; Partner with customers to define success metrics and drive adoption; Lead cross-functional initiatives to scale best practices; Coach and mentor other CSMs; Represent Customer Success in product feedback loops; Identify renewal and forecasting risks across the book of business
Seniority
Principal, hands-on IC with mentorship responsibilities
