Principal Customer Success Manager (225-824)

The Principal Customer Success Manager is a critical, client-facing role that ensures an organization’s customers achieve maximum value from their products or services. Serving as a primary strategist and a liaison between the customer and the company, this role is pivotal in driving customer satisfaction, product adoption, retention, and expansion. The Principal Customer Success Manager leverages an in-depth understanding of customer needs and business objectives to guide and support the customer throughout their journey. By fostering strong relationships and providing unparalleled guidance and support, this role helps in securing long-term strategic partnerships and drives continuous growth and success for both the customer and the company. This position demands exceptional communication, problem-solving, and project management skills, along with the ability to understand complex business processes.

Responsibilities

• Develop and nurture long-term strategic relationships with key customer stakeholders.
• Act as a trusted advisor to ensure client alignment and satisfaction with services.
• Collaborate with the sales team to identify and pursue upsell opportunities.
• Conduct regular business reviews and account planning with clients.
• Proactively address customer inquiries and resolve complex issues promptly.
• Facilitate onboarding processes to ensure seamless adoption of products and services.
• Monitor customer health scores and implement strategies to mitigate churn risks.
• Collect customer feedback and collaborate with the product team to drive improvements.
• Deliver quarterly and annual business performance reports to customers.
• Manage cross-functional teams to deliver on customer success plans and goals.
• Lead efforts to document best practices and create customer success stories.
• Organize and facilitate customer workshops and seminars to increase product knowledge.

Requirements

• Bachelor’s degree in Business, Marketing, or related field preferred.
• Proven work experience as a Customer Success Manager or similar role required.
• Strong understanding of customer success principles and implementation strategies.
• Excellent interpersonal and communication skills, both verbal and written.
• Demonstrated ability to manage large-scale accounts and complex projects.
• Experience with CRM software and customer success platforms advantageous.
• Excellent problem-solving skills with a customer-centric approach.