Principal Customer Success Manager

Job Summary

A company is looking for a Principal Customer Success Manager responsible for customer success within managed cloud and SaaS business in the Americas.

Key Responsibilities

• Manage assigned customer relationships and expand the company's footprint within those accounts
• Grow Annual Recurring Revenue (ARR) by identifying upsell opportunities and minimizing churn
• Establish and monitor KPIs, prepare customer success plans, and lead customer business reviews

Required Qualifications

• At least seven (7) years of direct customer success or engagement management experience
• At least five (5) years of relevant technology experience in software and cloud (SaaS) disciplines
• Proven experience with operational tools such as MS Office/Teams, SalesForce, ServiceNow, Jira, and Confluence
• University degree and ITIL Foundations qualifications preferred; equivalent work experience is acceptable