Customer Success Manager

Role: Principal Customer Success Manager Location: Remote (MS) — must reside in Massachusetts. We're currently only set up to employ in a limited number of US states. Candidates outside of MA unfortunately can't be considered for this role. We're looking for a Principal Customer Success Manager to own and grow our most important enterprise relationships across North America. You'll be the most senior individual contributor on the US CS team, working with a focused book of our highest-ARR clients and setting the standard for how we deliver value at the enterprise level. Who are we? Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Our platform combines the data unification and customer insight of a CDP with an experience platform, letting retail marketers plan and launch their most profitable campaigns and create personalised experiences across email, mobile, on-site, social, direct mail and more. We're trusted by some of the fastest-growing retail brands in the world, including Brooklinen, Davines, Steve Madden and Sephora. We have over 120 Ometrians across North America and Europe, and have raised $75m from investors including Infravia Capital Partners, Octopus Ventures and Summit Action. The role Reporting to the Manager of Customer Success, you'll own a focused portfolio of our most strategic North American enterprise accounts — large, complex organisations with multiple stakeholders, significant ARR and high expectations. These are clients where the relationship matters as much as the product, and where the quality of CS work directly affects retention and revenue. You'll take full ownership of the commercial relationship, lead executive engagement and ensure clients see clear, measurable value from Ometria. This is a highly cross-functional role — you'll work closely with our North American Sales team on renewals and expansion, partner with customer and technical teams across the business to deliver for your clients, and have regular visibility with our founder and CEO on the performance and health of our most important accounts. You'll also be a go-to resource for the wider CS team — sharing your approach, contributing to how we build and refine our customer success practice, and helping more junior CSMs navigate complex account situations. What you'll be doing Retain your customers, secure renewals and hit retention targets Own the renewal cycle for your book of business end to end, identifying risks early and resolving them before they escalate Build and maintain a clear picture of customer sentiment across all stakeholders — from end users to C-suite — and take action when something is off Act as a vocal internal advocate for your customers, coordinating cross-functional teams to resolve challenges quickly Keep leadership informed with timely, accurate updates on account health, risks and wins Lead commercial negotiations and drive revenue growth Own end-to-end commercial negotiations for renewals and expansions across a portfolio of high-value North American accounts, working within Ometria's pricing model Identify and close upsell opportunities that genuinely reflect value delivered Partner closely with the North American Sales team and leadership to pursue expansion opportunities and hit upsell ARR targets Build and maintain senior stakeholder relationships Develop genuine relationships with CMOs, CTOs, CEOs and marketing and technology leads across large, multi-stakeholder enterprise organisations Maintain multi-threaded engagement plans that anticipate where senior conversations are needed and ensure the right Ometrians are involved Deliver on commitments consistently — your clients should see you as a trusted partner, not just a vendor contact Deliver strategic guidance and platform expertise Become an expert in both the Ometria platform and the ecommerce and retail marketing landscape Lead Business Reviews, strategic marketing assessments and account planning sessions that connect platform outcomes to your clients' business goals Use retail intelligence, trends data and platform insights to make credible, forward-looking recommendations — particularly to senior commercial and marketing stakeholders at enterprise level Contribute to the strength of the CS team Share your methodology and experience with team members, contributing to playbooks, account approaches and how we raise the bar on CS practice at Ometria Step in to support complex or escalated situations across the wider team when needed Provide thoughtful input to CS leadership on how we continue to improve as the team grows About you 7+ years of Customer Success experience in an enterprise SaaS organisation, with a proven track record of owning large, complex, multi-stakeholder accounts with significant ARR — ideally with exposure to retail, ecommerce or MarTech Executive presence — you're comfortable and credible in conversations with CMOs, CTOs and CEOs at major enterprise organisations, and you know how to adapt your approach depending on who's in the room Commercial sharpness — you spot risk and opportunity in account data, and you can navigate commercial conversations with confidence. You don't wait to be asked Relationship depth — you build relationships that go beyond the day-to-day contact. Your clients trust you because you consistently deliver and tell them what they need to hear, not just what they want to hear Data fluency — you're comfortable working with and interpreting performance data, and you can turn it into a clear narrative that lands with marketing and commercial stakeholders alike Technical credibility — you don't need to be an engineer, but you understand enough about how Ometria works technically (APIs, data feeds, integrations) to hold your own with technical stakeholders and know when to escalate Organised and accountable — you manage a complex book of business without dropping balls. Your Salesforce hygiene is good, your forecasting is reliable and your clients know what to expect from you A natural at sharing what you know — you raise the people around you. You share your thinking, contribute to how the team works and are generous with your experience The salary range for this role is $170,000 to $200,000. The final pay offered may vary based on several factors, such as job-specific knowledge, skills, and experience. Unlimited paid time off Health Insurance Dental Vision Mental Health Support