Senior/Principal Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior/Principal Customer Success Manager based in United States. This role focuses on driving long-term customer value within a managed cloud and SaaS environment. You will own strategic customer relationships, helping organizations maximize adoption, achieve business outcomes, and expand their technology investments. The position combines relationship management, business strategy, and technology expertise to strengthen customer loyalty and revenue growth. You will collaborate with cross-functional teams to deliver exceptional experiences and influence product evolution through customer insights. As a trusted advisor to senior stakeholders, you will guide customers through their digital transformation journeys. This is an opportunity to make a measurable impact in a global, collaborative, and innovation-driven environment. Accountabilities

• Own a portfolio of strategic customer relationships, providing a high-touch customer experience and guiding clients throughout their adoption, engagement, and expansion journey.
• Drive revenue growth by identifying upsell and cross-sell opportunities, increasing customer value, and minimizing churn and contract risks.
• Develop and maintain comprehensive customer success plans aligned with customer objectives, business outcomes, and technology adoption goals.
• Partner with customers to maximize solution utilization, support innovation initiatives, and connect business needs with relevant product capabilities.
• Define, monitor, and report on key customer success metrics, including retention, revenue performance, adoption indicators, and customer satisfaction.
• Lead executive-level business reviews and strategic conversations to demonstrate value, address challenges, and strengthen partnerships.
• Collect and communicate customer feedback to internal sales, product, engineering, marketing, and professional services teams to improve offerings and identify growth opportunities.
• Maintain accurate customer documentation, share best practices, and contribute to continuous improvement of customer success processes.

Requirements

• 7+ years of experience in customer success, customer engagement, account management, or a related client-facing leadership role.
• 5+ years of experience working with enterprise software, cloud solutions, SaaS platforms, or technology-driven environments.
• Proven success managing strategic customer relationships and influencing senior and executive-level stakeholders.
• Strong understanding of customer lifecycle management, adoption strategies, retention, and expansion opportunities.
• Excellent written and verbal communication skills, with the ability to explain complex technical and business concepts clearly.
• Strong organizational, prioritization, and problem-solving abilities with experience managing multiple initiatives and deadlines.
• Ability to work independently, take ownership, and thrive in a fast-paced, collaborative environment.
• Experience using operational and customer management tools such as Salesforce, ServiceNow, Jira, Confluence, Power BI, Microsoft Office, Teams, or equivalent platforms.
• University degree or equivalent professional experience required; ITIL Foundation certification is preferred.
• Strong interpersonal skills with a customer-first mindset and the ability to build trust quickly.

Benefits

• Competitive compensation package.
• Remote work flexibility.
• Opportunity to work with global enterprise customers and innovative SaaS technologies.
• Collaborative and inclusive culture focused on professional growth and knowledge sharing.
• Opportunities to develop expertise in customer success, cloud solutions, and digital transformation.
• Supportive environment with access to leadership and cross-functional collaboration.
• Professional development opportunities to expand skills and career progression.

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