Customer Success Manager, Principal

ROLE SUMMARY Under the leadership of the Director of Customer Success Management, we are hiring a Principal Customer Success Manager to support the Customer Success Management team. This role is critical to ARR growth and retention and will be responsible for customer advocacy, account management, and churn prevention. KEY RESPONSIBILITIES Lead executive-level customer engagement across a portfolio of strategic accounts, establishing trusted advisor relationships with senior business and operational stakeholders to drive long-term customer value and success. Own and orchestrate the post-sale customer lifecycle, including complex account transitions, executive governance programs, success planning, risk management, renewal strategy, and identification of growth and expansion opportunities. Drive customer adoption and business transformation initiatives through effective change management practices, ensuring alignment between customer objectives and solution realization. Serve as the senior customer advocate and strategic quarterback across Sales, Professional Services, Solutions Consulting, Product, Support, and partner teams to resolve complex business challenges and accelerate customer outcomes. Develop and deliver executive business reviews, governance frameworks, success metrics, and outcome-oriented recommendations that demonstrate measurable business impact. Analyze customer, product, and business performance data to identify trends, mitigate risk, influence strategic de