Principal Customer Success Manager

Role overview Own the relationship and success plan for a portfolio of complex, strategic customer accounts using enterprise software. The role spans onboarding, ongoing solution performance, executive alignment, retention, and account growth, coordinating customer and internal teams to deliver measurable business outcomes.

Responsibilities - Guide customers through onboarding and the full relationship lifecycle, supporting effective use and performance of deployed products. - Build trusted relationships with senior customer stakeholders and align internal and customer teams around shared objectives. - Lead discovery, change management, and strategic planning sessions; maintain a long-term growth plan with each account. - Coordinate internal resources to resolve issues promptly and represent customer needs across teams. - Prepare business review materials and communicate solution value to customer executives. - Identify expansion opportunities, develop customer advocates with marketing partners, and explore emerging use cases with product teams.

Requirements - At least five years of success in senior enterprise software deployment or program management roles supporting large, complex customers. - Demonstrated ability to build relationships with senior executives and align multiple stakeholders around decisions. - Strong executive presence, communication, presentation, and conflict-resolution skills. - Program management ability across planning, collaboration, resource coordination, analysis, communications, and detail management. - Commercial judgment and comfort managing long sales cycles, alongside a focus on retention and customer outcomes. - Willingness to travel at least 30%.

Nice to have - Background in payments, fraud prevention, or e-commerce.

Benefits and work setup The role is listed as remote. U.S. benefits include flexible time off, retirement matching, stock options, potential performance pay, parental leave, health coverage, therapy access, disability and life insurance, and a learning budget. Location-based base pay is listed between $160,000 and $180,000, with a commission plan and stock option eligibility.