About this role
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! 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.