Principal Customer Success Manager

We’re seeking a Principal Customer Success Manager to join our team and lead strategic customer relationships across our most valuable accounts. You’ll act as a trusted advisor to executive stakeholders, deliver measurable business outcomes, and help drive long-term customer success, retention, and expansion.

This is a senior individual contributor role for someone who is both strategic and hands-on , with deep experience in consultative customer engagement, cross-functional influence, and delivering value in a fast-paced SaaS environment.

If you love to own a process, work with others and deliver world-class service, please read on!

Key Responsibilities • Own a portfolio of strategic enterprise customers and be accountable for retention, satisfaction, and expansion . • Build and maintain executive-level relationships to become a trusted business advisor . • Lead QBRs, executive reviews, and value discussions using business metrics, insights, and product roadmap updates. • Drive adoption and success of our platform by aligning customer goals with product capabilities. • Identify whitespace opportunities and drive expansion and upsell opportunities. • Contribute to thought leadership content, best practices, and customer-facing resources. • Act as the voice of the customer internally, influencing product, marketing, and support teams. • Mentor junior CSMs and help elevate the team’s overall performance. • Analyze customer usage data and trends to proactively address risk and identify opportunities. • Responsible for managing all assigned client relationships. • Responsible for meeting retention targets on assigned client business year to year. • Represent ClearlyRated at customer visits and trade show events, which may require occasional travel across the United States and Canada.

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 • Track record of managing large, complex accounts and delivering measurable business outcomes • Proven ability to influence senior stakeholders and internal cross-functional teams • Comfortable leading strategic conversations with C-suite 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 • A growth mindset with a passion for helping customers and teams thrive • Background in professional services, CX/EX, or vertical SaaS • Experience mentoring or coaching others • Familiarity with product-led growth (PLG) environments • Excellent written and oral communication skills • Creative, resourceful and flexible approach to problem solving • Be a team player • Have a sense of humor