Job Description
We are dedicated to unlocking the full potential of data and AI, ensuring that it is handled securely and responsibly. Our platform empowers organizations to innovate while minimizing risks through our comprehensive solutions, which span data security, AI governance, privacy, risk management, and compliance. By facilitating seamless collaboration between data and risk teams, we enable rapid, trustworthy innovation. With over 300 patents and more than 14,000 customers globally, we are recognized as a leader in fostering trust across industries—from large corporations to small businesses.
The Challenge
We are looking for a Principal Customer Success Manager to join our Customer Experience team. In this key role, you will serve as a trusted advisor to some of our most strategic customers, guiding them from implementation to renewal. As a Principal CSM, you will manage a portfolio of our largest accounts, ensuring customer satisfaction and fostering long-term success. Your primary goal is to ensure key stakeholders are fully engaged and satisfied with the products they've purchased.
Our Principal CSMs focus on delivering customer retention and growth through alignment, adoption, and exceptional customer engagement. You'll manage executive relationships, ensuring customers extract maximum value from the platform while partnering with Sales, Product, Engineering, and Consulting teams to provide top-tier support. As your customers grow with us, you'll play a pivotal role in expanding their product use and supporting all live products. You'll be at the forefront of promoting trust within organizations.
Key Responsibilities:
Build strong relationships with senior executive sponsors, becoming a strategic advisor throughout their customer lifecycle.
Elevate operational processes to improve customer engagement and satisfaction.
Serve as the primary point of contact, guiding customers across departments to deliver product guidance and accelerate solutions.
Use in-depth knowledge of customer businesses to deliver proactive solutions and manage critical escalations.
Align customers' roadmaps with our product strategy, advocating for their needs with internal teams.
Regularly communicate with executive teams to ensure business objectives are being met, conducting quarterly business reviews to showcase value.
Utilize customer adoption metrics to identify risks, growth opportunities, and promote best practices.
Balance customer retention and growth in line with our revenue strategy.
Present health check data in meetings, identifying areas for further training or potential expansion.
Demonstrate and communicate ROI to customers, ensuring they leverage the platform to its full potential.
You Are:
A skilled communicator with the ability to tailor messaging to executive audiences.
Accustomed to proving return on investment for complex software solutions.
Focused on driving value-based outcomes for stakeholders.
Confident in holding others accountable, and unafraid to address critical issues.
Empathetic to customer needs, skilled at identifying pain points and delivering solutions.
Calm under pressure, able to handle escalations and navigate critical business issues.
Thriving in a fast-paced environment, with the ability to prioritize multiple requests.
Proactive in driving change within teams to enhance the customer experience.
Willing to travel as needed (estimated 10-20% travel required).
Requirements:
BA/BS in a relevant field is required.
6+ years in a strategic customer success role, working with large-scale clients.
Proven success managing relationships with Fortune 500 companies and C-level executives.
Experience leading cross-functional meetings, especially with senior executives.
Strong relationship-building skills, particularly at the executive level.
Entrepreneurial mindset, comfortable navigating complex, evolving environments.
Experience working with B2B SaaS solutions, with a passion for technology.
Familiarity with tools like SFDC, Gainsight, and other customer success technology platforms.
Compensation and Benefits:
The annual salary range for this position is $108,750—$163,125 USD.
In addition to base pay, this role may be eligible for bonuses, equity, commissions, and a comprehensive benefits package, including healthcare coverage, retirement support, paid parental leave, and much more.
Workplace Flexibility
We embrace a hybrid working model that fosters collaboration, growth, and connection. Depending on the role, you may work from the office, home, or a combination of both, with occasional travel required for larger company events or customer engagements.
Our Commitment to You
Joining us means embarking on a career without boundaries, working alongside a passionate, diverse team committed to meaningful work. You'll have the opportunity to shape the future of the emerging field of trust while growing both personally and professionally. We prioritize creating an inclusive environment where your growth and success are central to our mission.
Equal Opportunity Employment
We are committed to providing equal employment opportunities to all applicants and employees, without regard to race, color, religion, age, gender, sexual orientation, disability, or any other legally protected status.
Employment Type: Full-Time
Salary: $ 108,000.00 164,000.00 Per Year
Job Tags
Full time, Work from home,