Principal Customer Success Manager

Accountabilities

• • Own the end-to-end customer relationship for a portfolio of complex and highly strategic enterprise accounts, ensuring effective onboarding, adoption, performance, retention, and long-term value realization.
  • Establish and deepen relationships with senior executives and key stakeholders, building trust and alignment across customer organizations.
  • Lead discovery, change-management, strategic-alignment, and business-planning sessions with customers and internal teams.
  • Develop and execute long-term growth plans based on customer objectives, industry trends, platform capabilities, and emerging opportunities.
  • Act as the voice of the customer, coordinating cross-functional resources to resolve issues quickly and maintain strong customer outcomes.
  • Create compelling executive-level collateral and lead business reviews that clearly demonstrate partnership value, progress, and strategic impact.
  • Identify opportunities for upselling, cross-selling, broader adoption, and expansion within existing customer organizations.
  • Partner with Marketing to develop customer advocates and strengthen strategic relationships.
  • Collaborate with Product Management to explore emerging customer use cases and new solutions, including opportunities related to returns abuse prevention and account integrity.
  • Host and participate in executive customer meetings, onsite sessions, partner events, and industry engagements.
  • Serve as a role model for customer success practices and contribute expertise and leadership to the broader team.
  • Travel approximately 30% of the time for customer meetings, events, and other business needs.

  Requirements

  • 5+ years of demonstrated success in senior-level customer success, enterprise SaaS deployment, program management, or comparable roles supporting large, complex, and strategic customers.
  • Experience in payments, fraud prevention, and/or e-commerce is strongly preferred.
  • Proven ability to build trusted relationships with C-suite executives, senior leaders, and diverse stakeholder groups within large enterprise accounts.
  • Strong executive presence, communication, presentation, and influencing skills, with the confidence to navigate complex customer situations and challenge perspectives when appropriate.
  • Demonstrated ability to manage multiple stakeholders, build consensus, resolve conflicts, and drive decisions through effective collaboration.
  • Strong sales and commercial acumen, including an understanding of complex, long-term sales cycles and the ability to identify retention, upsell, cross-sell, and expansion opportunities.
  • Excellent program management capabilities, including strategic planning, resource orchestration, cross-functional coordination, communication, analytical thinking, and attention to detail.
  • Ability to develop and execute shared customer plans while maintaining operational health across current and future solutions.
  • Strong customer-centric mindset with the ability to understand business pain points, strategic priorities, and desired outcomes and translate them into actionable plans.
  • Comfortable presenting to audiences ranging from day-to-day operational teams to senior executives and C-suite stakeholders.
  • Ability and willingness to travel approximately 30% annually.

  Benefits

  • Remote work opportunity within the United States.
  • Base salary range of $160,000–$180,000 annually, depending on geographic pay zone, skills, experience, qualifications, and market conditions.
  • Tier 1 locations: $175,000–$180,000 annually.
  • Tier 2 locations: $170,000–$175,000 annually.
  • Tier 3 locations: $160,000–$165,000 annually.
  • Eligibility for a stock option grant of 4,500 stock options, subject to internal compensation guidelines.
  • Commission plan with an on-target commission range of $53,333–$60,000 annually, with potential accelerators and additional variable compensation.
  • Annual performance bonus or commissions, as applicable.
  • Unlimited/discretionary paid time off.
  • 401(k) matching.
  • Paid parental leave of up to 12 weeks.
  • Medical, dental, and vision insurance.
  • Flexible Spending Account (FSA).
  • Short- and long-term disability insurance.
  • Life insurance.
  • On-demand therapy for employees and their dependents.
  • Dedicated professional learning budget through Learnerbly.
  • Company social events and branded employee merchandise.
  • Reasonable accommodations available to support an inclusive interview experience.