Principal Customer Success Manager (225-824)

The Principal Customer Success Manager (PCSM) is a pivotal role within our organization, focusing on fostering and enhancing relationships with our key customers. The PCSM acts as a trusted advisor to clients, ensuring maximum satisfaction and aligning with their strategic goals. This individual should possess a deep understanding of our products or services and how they integrate with the customers' needs to drive value. Their role encompasses overseeing customer relations, spearheading innovative solutions, and continuously improving service delivery processes. The PCSM plays a critical role in retaining and expanding customer accounts, serving as a liaison between our company and the client. They are expected to adopt a strategic approach to customer engagement, leverage potential upselling opportunities, and collaborate with internal teams to ensure seamless client interactions and service delivery. They should be adept at analyzing customer metrics, feedback, and trends to ensure client objectives are met effectively.

Responsibilities

• Develop and maintain strong, long-lasting relationships with key stakeholders and customers.
• Serve as the lead point of contact for all customer account management matters.
• Ensure timely and successful delivery of our solutions according to customer needs.
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Prepare reports on account status, analyzing solution effectiveness for customers.
• Manage customer issues promptly, ensuring satisfaction and retention.
• Identify opportunities for clients to use our products for greater business success.
• Collaborate with sales teams to identify and grow opportunities within territory.
• Lead role in negotiations and agreements, benefiting both company and clients maximally.
• Track key account metrics and perform regular data analysis for strategic insights.
• Implement innovative solutions to enhance customer engagement and satisfaction.
• Foster relationships with clients through extraordinary customer service and strategic engagement.

Requirements

• Bachelor’s degree in Business Administration, or a related field is required.
• Proven experience with at least 8 years in customer success or account management.
• Strong understanding of customer success as it applies to software solutions.
• Excellent communication and interpersonal skills for dynamic client interaction.
• Demonstrated ability to communicate, present, and influence key stakeholders quickly.
• Adept at managing multiple accounts at a time with acute attention to detail.
• Experience with CRM software (e.g., Salesforce) and customer success platforms.