Principal Customer Success Manager

Accountabilities • Own the end-to-end customer relationship for a portfolio of complex and highly strategic enterprise accounts, ensuring effective onboarding, adoption, performance, retention, and long-term value realization.

• Establish and deepen relationships with senior executives and key stakeholders, building trust and alignment across customer organizations.

• Lead discovery, change-management, strategic-alignment, and business-planning sessions with customers and internal teams.

• Develop and execute long-term growth plans based on customer objectives, industry trends, platform capabilities, and emerging opportunities.

• Act as the voice of the customer, coordinating cross-functional resources to resolve issues quickly and maintain strong customer outcomes.

• Create compelling executive-level collateral and lead business reviews that clearly demonstrate partnership value, progress, and strategic impact.

• Identify opportunities for upselling, cross-selling, broader adoption, and expansion within existing customer organizations.

• Partner with Marketing to develop customer advocates and strengthen strategic relationships.

• Collaborate with Product Management to explore emerging customer use cases and new solutions, including opportunities related to returns abuse prevention and account integrity.

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

• Serve as a role model for customer success practices and contribute expertise and leadership to the broader team.

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

Requirements

• 5+ years of demonstrated success in senior-level customer success, enterprise SaaS deployment, program management, or comparable roles supporting large, complex, and strategic customers.

• Experience in payments, fraud prevention, and/or e-commerce is strongly preferred.

• Proven ability to build trusted relationships with C-suite executives, senior leaders, and diverse stakeholder groups within large enterprise accounts.

• Strong executive presence, communication, presentation, and influencing skills, with the confidence to navigate complex customer situations and challenge perspectives when appropriate.

• Demonstrated ability to manage multiple stakeholders, build consensus, resolve conflicts, and drive decisions through effective collaboration.

• Strong sales and commercial acumen, including an understanding of complex, long-term sales cycles and the ability to identify retention, upsell, cross-sell, and expansion opportunities.

• Excellent program management capabilities, including strategic planning, resource orchestration, cross-functional coordination, communication, analytical thinking, and attention to detail.

• Ability to develop and execute shared customer plans while maintaining operational health across current and future solutions.

• Strong customer-centric mindset with the ability to understand business pain points, strategic priorities, and desired outcomes and translate them into actionable plans.

• Comfortable presenting to audiences ranging from day-to-day operational teams to senior executives and C-suite stakeholders.

• Ability and willingness to travel approximately 30% annually.

Benefits

• Remote work opportunity within the United States.

• Base salary range of  $160,000–$180,000 annually , depending on geographic pay zone, skills, experience, qualifications, and market conditions.

• Tier 1 locations:  $175,000–$180,000  annually.

• Tier 2 locations:  $170,000–$175,000  annually.

• Tier 3 locations:  $160,000–$165,000  annually.

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

• Commission plan with an on-target commission range of  $53,333–$60,000 annually , with potential accelerators and additional variable compensation.

• Annual performance bonus or commissions, as applicable.

• Unlimited/discretionary paid time off.

• 401(k) matching.

• Paid parental leave of up to 12 weeks.

• Medical, dental, and vision insurance.

• Flexible Spending Account (FSA).

• Short- and long-term disability insurance.

• Life insurance.

• On-demand therapy for employees and their dependents.

• Dedicated professional learning budget through Learnerbly.

• Company social events and branded employee merchandise.

• Reasonable accommodations available to support an inclusive interview experience.

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