Principal Customer Success Manager

Accountabilities • Own the end-to-end customer relationship for a portfolio of highly complex and strategic enterprise accounts, ensuring successful onboarding, strong adoption, optimal performance, and ongoing strategic alignment.

• Build and deepen relationships with senior executives and key stakeholders, establishing trusted partnerships across customer organizations.

• Lead discovery, change management, strategic alignment sessions, and executive business reviews with internal teams and customer stakeholders.

• Develop and execute long-term customer growth plans based on business objectives, industry trends, platform capabilities, and opportunities to increase value realization.

• Act as the voice of the customer internally, coordinating cross-functional resources to resolve account issues quickly and ensure a high-quality customer experience.

• Understand customer pain points, strategic initiatives, and business goals, then identify solutions and opportunities that can help achieve measurable outcomes.

• Identify and develop upsell, cross-sell, renewal, and expansion opportunities while managing complex, long-term commercial cycles with a consultative sales mindset.

• Partner with Marketing to turn key customer stakeholders into advocates and strengthen customer engagement.

• Collaborate with Product Management to explore emerging customer use cases and identify opportunities for new solutions and capabilities.

• Create compelling customer-facing materials and communicate partnership value effectively to executive audiences.

• Host and participate in executive customer meetings, onsite sessions, partner events, and industry engagements.

• Serve as a role model for other team members by demonstrating strong customer leadership, collaboration, accountability, and strategic thinking.

• Travel approximately 30% of the time to support customer meetings, events, and other business needs.

Requirements

• 5+ years of experience in senior Customer Success, enterprise SaaS deployment, program management, or a closely related role supporting large, complex, and strategic customers.

• Experience working with enterprise customers in payments, fraud prevention, e-commerce, or related technology environments is preferred.

• Proven ability to build trusted relationships with senior executives and successfully navigate complex stakeholder environments.

• Strong executive presence, communication skills, and confidence when engaging with C-level leaders, senior executives, operational teams, partners, and internal stakeholders.

• Demonstrated ability to align multiple stakeholders, facilitate consensus, resolve conflicts, and drive decisions across complex customer engagements.

• Strong commercial and sales acumen, with an understanding of customer retention, value realization, renewals, expansion, upselling, cross-selling, and complex sales cycles.

• Excellent program management skills, including strategic planning, resource orchestration, cross-functional collaboration, communication, prioritization, and attention to detail.

• Ability to develop and execute shared customer plans while maintaining visibility into the operational health and future direction of deployed solutions.

• Strong presentation and storytelling skills, with the ability to communicate effectively with both large audiences and small groups at varying levels of management.

• Analytical and business-oriented mindset with the ability to understand customer objectives, identify opportunities, and translate them into actionable strategies.

• Ability to work effectively in a fast-paced, results-oriented environment while managing multiple priorities and maintaining strong follow-through.

• Exceptional collaboration skills and the ability to coordinate effectively across Sales, Product, Marketing, Implementation, Risk, and other internal teams.

• Willingness and ability to travel approximately 30% annually.

Benefits

• Competitive base salary ranging from $160,000 to $180,000 USD annually , depending on geographic pay zone, experience, qualifications, skills, and market conditions.

• On-target commission opportunity of $53,333 to $60,000 annually , with potential commission accelerators and additional variable compensation.

• Eligibility for a stock option grant of 4,500 stock options , subject to applicable compensation guidelines.

• Unlimited/discretionary paid time off.

• 401(k) matching program.

• Paid parental leave of up to 12 weeks .

• Medical, dental, and vision insurance.

• Flexible Spending Account (FSA).

• Short-term and long-term disability insurance.

• Life insurance.

• On-demand therapy for employees and their dependents.

• Dedicated learning and professional development budget through Learnerbly.

• Annual performance bonus or commission opportunities.

• Company social events and employee merchandise.

• Remote work environment with flexibility for eligible US-based employees.

• Reasonable accommodations available throughout the hiring process for candidates who need individualized support.

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