Principal Customer Success Manager
$100,000–$130,000 year
On-siteSan Francisco, California, United States
Job Summary
Orchestrate relationships with assigned enterprise customers to drive retention, adoption, and expansion by establishing weekly, monthly, and quarterly cadences for reviewing executive dashboards and program status. Cement your role as a strategic advisor by building Customer Success Strategy Plans, measuring key performance indicators, and creating reporting dashboards that tie SEO impact to business outcomes. Advocate for customer needs cross-departmentally by managing escalations through a defined remediation process and acting as the liaison for technical inquiries and product questions. Collaborate with Sales, Marketing, and R&D teams to ensure seamless enablement while maintaining strong documentation in Gainsight. Drive engagement with executive sponsors to facilitate organization-wide adoption and consistently ensure business conduct aligns with Conductor policies.
Required Qualifications
- Minimum of 8 years of relevant experience working in Customer Success at a B2B SaaS company
- At least two years of prior experience managing a book of business and driving success with your clients
- Prior experience partnering with customers on how to use technology/software
- Experience working with digital or organic marketing teams including SEO, content, web/IT, etc.
- Knowledge of organic search and how SEO activities influence search engine ranking algorithms
- Strong analytical and problem-solving skills
- Strong customer service skills with proven ability to build and maintain relationships via zoom, telephone and email
- Have an ear for discovery and a deep desire to understand the customer's needs and business
- Thrive in high-speed environments and see challenges as opportunities for our customers
- Be comfortable being responsible for the orchestration of a portfolio of enterprise customers with the goal of driving renewals to successful completion and identifying expansion opportunities
- Have the proven ability to manage projects to successful completion, multi-task, and work within tight deadlines
- Possesses the ability to manage tough conversations in a professional and solution-oriented manner
- 4-year College degree preferred or equivalent work experience
- Ability to travel by plane, train, car to customers
Desired Qualifications
- Experience working with digital or organic marketing teams including SEO, content, web/IT, etc. highly preferred
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