Principal Customer Success Manager

Role overview Guide large, complex enterprise customers toward measurable outcomes from a software platform and its services. The role combines strategic customer success, adoption and renewal ownership, executive relationship management, and coordination across customer-facing teams. It also contributes expertise and mentorship to the wider customer success practice.

Responsibilities - Build customer success plans around business goals, KPIs, milestones, adoption, and value realization. - Lead subscription renewal strategy and identify opportunities to expand usage into new teams or business areas. - Run proactive customer calls and account reviews, recording plans, decisions, and follow-up actions. - Engage customer users, partners, executives, procurement, and business owners; connect their priorities to relevant platform capabilities. - Coordinate with sales and post-sales colleagues, escalate critical issues, and use account data to guide decisions. - Develop reference relationships and customer stories, while sharing expertise and mentoring colleagues.

Requirements - A bachelor’s degree or equivalent practical experience. - 15 or more years in customer success, account management, or a related field, including work with large and complex customers. - Strong commercial judgment and a sound understanding of IT operations. - Experience building trusted relationships with executives and other customer stakeholders, and documenting business outcomes. - Clear written, verbal, and interpersonal communication; confidence working in a fast-moving environment. - Observability market knowledge, competitive awareness, and technical understanding of cloud concepts and application performance.

Nice to have - Experience partnering with product or research and development teams to represent customer needs. - Industry or vertical expertise that helps connect platform value to different customer settings.

Benefits and work setup - Travel as needed to support customers. - The source lists a target base pay range of $150,000–$180,000 and mentions medical, dental, paid time off and holidays, and a matching 401(k) plan.