Principal Customer Success Manager (225-725)

The Principal Customer Success Manager plays a pivotal role in ensuring that our customers derive maximum value from our products and services. This position requires a deep understanding of the customer lifecycle, a knack for problem-solving, and a passion for driving customer satisfaction and retention. As the primary liaison between our clients and our organization, the Principal Customer Success Manager must possess exceptional communication skills and the ability to foster long-lasting relationships. You will work closely with sales, support, and product teams to ensure our solutions deliver tangible business outcomes to our valued customers. The ideal candidate will have a proven track record in customer success management, a strategic mindset, and the ability to inspire and lead a team of customer success professionals.

Responsibilities

• Establish and maintain strong relationships with key customer stakeholders and executives.
• Drive customer satisfaction through proactive engagement and issue resolution strategies.
• Collaborate with the sales team to facilitate renewals and identify expansion opportunities.
• Develop and implement customer success plans to enhance customer experience.
• Conduct regular business reviews to assess customer needs and outcomes.
• Provide expert guidance on product capabilities and best usage practices to clients.
• Lead a high-performing team of customer success professionals to exceed objectives.
• Measure and analyze customer success metrics to inform strategy adjustments.
• Ensure customer feedback is effectively communicated to product and development teams.
• Coordinate cross-departmental efforts to expedite complex customer service requests.
• Champion customer advocacy and foster a culture of customer-centricity within the organization.
• Identify opportunities for process improvements and operational efficiencies.

Requirements

• Bachelor’s degree in Business Management, Marketing, or a related field.
• Minimum of 8 years of experience in customer success or related roles.
• Proven track record of driving customer satisfaction and retention success.
• Exceptional communication and interpersonal skills for stakeholder engagement.
• Ability to lead and develop a team of customer success professionals.
• Strong analytical abilities to interpret customer data and metrics effectively.
• Experience working collaboratively with cross-functional teams to meet goals.