One platform to secure every identity! See how to dynamically adjust access, automate decisions, and enforce least privilege as threats evolve. Backed by Lightspeed.
About the role
As a Principal Customer Success Manager (Principal CSM), you will serve as a senior strategic partner to our most complex and high-value customers, while also acting as a thought leader and mentor within the Customer Success organization. This role extends beyond traditional account management—you will be responsible for driving customer value, influencing product direction, and establishing best practices.
What they're looking for
- 8+ years of experience in Customer Success, Account Management, or Strategic Consulting, preferably in SaaS or enterprise software
- Proven track record of managing complex, enterprise-level accounts and delivering measurable business value
- Exceptional communication, relationship-building, and executive presence skills
- Experience working cross-functionally with Product, Support, Sales, and Engineering teams
- Demonstrated ability to lead initiatives, mentor peers, and influence at all levels of an organization
- Strong business acumen and problem-solving skills
More about this role
As a Principal Customer Success Manager (Principal CSM), you will serve as a senior strategic partner to our most complex and high-value customers, while also acting as a thought leader and mentor within the Customer Success organization. This role extends beyond traditional account management—you will be responsible for driving customer value, influencing product direction, and establishing best practices.
You will collaborate closely with cross-functional stakeholders in Product, Sales, Support, and Marketing to ensure that our customers achieve measurable business outcomes and long-term success.
This position is well-suited for an experienced CSM who excels in strategic discussions, is comfortable navigating ambiguity, and enjoys mentoring colleagues.
Key Responsibilities
Own executive relationships and success planning for a portfolio of strategic accounts.
Partner with customers to define success metrics, drive adoption, and ensure long-term satisfaction and retention.
Act as a trusted advisor, providing insights that align our solutions with customers’ business goals.
Lead cross-functional initiatives to scale best practices across the Customer Success organization.
Develop...
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