Customer Success Manager

Principal Customer Success Manager Enterprise

The Principal Customer Success Manager Enterprise owns a portfolio of high-growth and strategic enterprise accounts and is accountable for adoption, retention, renewal, expansion, and customer advocacy across a multi-product ecommerce platform. As a senior individual contributor, this role partners with executive stakeholders to define success goals, manage escalations, and deliver measurable business outcomes, while developing customers into long-term champions and referenceable advocates.

What You'll Do:

Account Ownership & Success Planning

• Own strategic enterprise accounts, with accountability for renewals, net revenue retention, expansion, and referenceability.
• Develop and execute success plans with clear goals, KPIs, and measurable ROI.
• Drive adoption and engagement across multiple product lines and platform functionality.
• Lead executive business and roadmap reviews, tracking progress against success plans and ensuring customer objectives are achieved.

Retention, Risk & Escalation Management

• Identify and mitigate churn risk proactively to support high retention and renewal success.
• Manage escalations and critical issues, resolving challenges quickly to maintain customer trust and satisfaction.
• Lead commercial conversations, including contractual and commercial negotiations and management of commercial terms at all stages of the customer lifecycle.
• Forecast accurately on renewals, churn risks, and potential upsell and cross-sell opportunities, and report to leadership.

Growth & Advocacy

• Partner with Sales and Account Management to identify expansion and upsell opportunities aligned with strategic growth objectives.
• Build customer champions, advocacy programs, and referenceable accounts for case studies and marketing initiatives.

Cross-Functional Collaboration & Leadership

• Serve as the voice of the customer, influencing product roadmap, platform functionality, and go-to-market strategy.
• Collaborate with Product, Sales, Account Management, and other cross-functional teams to scale processes, drive retention, and maximize growth.
• Mentor and share best practices with other Customer Success Managers to elevate enterprise success standards.

Data, Documentation & Performance

• Apply a data-driven approach to success planning, risk mitigation, and identification of expansion opportunities.
• Maintain accurate account documentation, usage insights, and engagement history to inform strategy and cross-functional teams.
• Meet assigned OKRs and KPIs established to align with organizational goals.

Who You Are:

• 8+ years of experience in Enterprise Customer Success, Account Management, or SaaS roles.
• Proven track record driving adoption, retention, renewals, and expansion in complex, high-growth accounts.
• Strong executive presence with the ability to influence senior and C-level stakeholders and navigate complex organizations.
• Data-driven and metrics-focused, with experience in success planning, documentation, and escalation management.
• Commercial mindset with a focus on Net Revenue Retention (NRR) and churn reduction, and the ability to proactively manage customer health.
• Comfort with contractual and commercial negotiation, including leading commercial conversations and managing commercial terms.
• Exceptional interpersonal, influencing, and communication skills, including confidence leading strategic business reviews.
• Ability to forecast renewals, churn risk, and upsell/cross-sell opportunities accurately.
• Deep, hands-on knowledge of the company's products and services, enabling clear guidance and strategic consultation at all levels.
• Bias for action and results orientation, with the ability to manage competing priorities.
• Highly organized and systems-oriented, with strong decision-making skills.

Pay Transparency Range: $120,381.00 - $203,585.00