Principal Customer Success Manager
Principal Customer Success Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Principal Customer Success Manager
Were seeking a Principal Customer Success Manager to join our team and lead strategic customer relationships across our most valuable accounts. In this role youll act as a trusted advisor to executive stakeholders deliver measurable business outcomes and drive longterm customer success retention and expansion.
This is a senior individual contributor position for someone who is both strategic and handson with deep experience in consultative customer engagement crossfunctional influence and delivering value in a fastpaced SaaS environment.
If you thrive on ownership collaboration and delivering worldclass service read on!
Key Responsibilities
-
Manage a portfolio of strategic enterprise customers ensuring retention satisfaction and expansion.
-
Build and maintain executivelevel relationships becoming a trusted business advisor.
-
Lead QBRs executive reviews and value discussions using business metrics insights and product updates.
-
Drive platform adoption by aligning customer goals with product capabilities.
-
Identify whitespace opportunities and collaborate with sales to drive expansion and upsell opportunities.
-
Contribute to thought leadership best practices and customerfacing resources.
-
Serve as the voice of the customer influencing product marketing and support teams.
-
Mentor junior CSMs helping elevate overall team performance.
-
Analyze customer usage data and trends to proactively address risk and identify growth opportunities.
-
Manage all assigned client relationships and meet retention targets year over year.
-
Represent ClearlyRated at tradeshow events which may require occasional travel across the U.S. and Canada.
-
Compose and send routine email correspondence.
Skills Knowledge and Expertise
-
7 years in Customer Success Account Management or Strategic Consulting ideally in B2B SaaS.
-
Strong consultative selling skills and executive presence.
-
Proven track record of managing large complex accounts and delivering measurable business outcomes.
-
Ability to influence senior stakeholders and crossfunctional teams.
-
Comfortable leading strategic conversations with Csuite stakeholders.
-
Deep understanding of SaaS metrics (NRR GRR adoption churn NPS etc..
-
Experience with tools like Salesforce HubSpot Gainsight Catalyst or ChurnZero.
-
Excellent communication and presentation skills.
-
High EQ strong judgment and a proactive resourceful approach.
-
Growth mindset with a passion for customer success.
-
Background in professional services CX/EX or vertical SaaS.
-
Experience mentoring or coaching others.
-
Familiarity with productled growth (PLG) environments.
-
Creative resourceful and flexible approach to problemsolving.
-
Team player with a sense of humor.
ClearlyRated Culture
We believe in providing our clients fanatical service and expect the same level of dedication from our team. Client service is at the core of our success and we go the extra mile to make an impact. Some examples of how we bring this philosophy to life:
-
Any employee can spend up to $100 without management approval to make a clients day.
-
We once drove to a clients office in Seattle with a basket of gifts to personally apologize for a mistake in one of their surveys.
-
We have been known to send bottles of Oregon Pinot Noir to east coast clients to celebrate successful projects virtually.
Diversity Inclusion & Equity at ClearlyRated
At ClearlyRated we recognize that a diverse team brings better perspectives and stronger solutions. We are committed to creating an environment where employees and customers feel empowered to bring their whole selves to the table.
Studies have shown that women and people of color are less likely to apply for jobs unless they meet every single qualification. If youre excited about this role but dont meet every requirement we encourage you to apply anywayyou may be the perfect candidate for this or another role.
About ClearlyRated
ClearlyRated is the leading CX platform designed specifically for B2B service firms. We offer a sophisticated alternative to manual processes and basic survey tools paired with worldclass customer care and support. Our platform provides:
-
Datadriven insights to equip service teams with realtime understanding of client and employee satisfaction.
-
Proactive issue resolution preventing service disruptions and boosting client satisfaction.
-
CRM & ATS integrations for seamless automation of feedback collection and analysis.
-
Industryspecific CX benchmarking and reputation tools to differentiate firms and strengthen client trust.
At ClearlyRated we dont just measure experienceswe help businesses elevate them. Join us in making a lasting impact!
Employment Type
Full Time
