Principal Customer Success Manager in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Principal Customer Success Manager, Technical in United States.

You will join a high-impact customer success organization focused on helping enterprise clients unlock maximum value from a leading contract lifecycle management platform. In this role, you will act as a strategic and technical advisor to key accounts, ensuring customers successfully adopt, expand, and optimize their use of a data-first CLM solution.
You will work at the intersection of customer success, solution consulting, and product expertise, partnering closely with implementation, support, sales, and engineering teams.
Your mission will be to deepen customer adoption, reduce churn risk, and identify opportunities for expansion through a proactive, insight-driven approach.
You will lead business reviews, analyze usage trends, and translate customer needs into actionable product and configuration guidance.
This role requires strong technical understanding combined with exceptional relationship management and communication skills.
It is ideal for someone who thrives in complex enterprise environments and enjoys driving measurable business outcomes through technology.

• Build and maintain strong, trusted relationships with key customer stakeholders, implementation partners, and internal teams to ensure successful long-term engagements.
• Act as a strategic advisor to customers, driving engagement, retention, and expansion through proactive account management.
• Conduct regular business reviews to assess customer health, usage trends, evolving needs, and growth opportunities.
• Monitor product usage and customer behavior to identify risks, adoption gaps, and upsell opportunities.
• Provide technical guidance, including product demos, configuration advice, and L1-level solution support.
• Collaborate cross-functionally with sales, product, engineering, and support teams to align on customer goals and delivery outcomes.
• Translate customer requirements into clear success plans and ensure consistent execution across stakeholders.
• Champion the customer voice internally by sharing insights, feedback, and improvement opportunities.
• Support feature adoption, onboarding, and change management initiatives to maximize product value.
• Partner with account executives to identify and progress expansion and upsell opportunities.

• 5+ years of experience in customer success, account management, or related roles in technical or enterprise SaaS environments.
• Strong technical acumen with the ability to understand complex platforms, configurations, and integrations.
• Proven experience driving customer retention, adoption, and expansion within enterprise accounts.
• Ability to conduct product demonstrations and provide technical consultation to customers.
• Strong analytical skills with a data-driven approach to customer health and opportunity identification.
• Excellent communication and relationship-building skills across technical and non-technical stakeholders.
• Experience managing multiple complex accounts in a fast-paced, high-growth environment.
• Strong problem-solving mindset with a proactive, customer-centric approach.
• Ability to collaborate effectively across cross-functional teams including sales, engineering, and product.

• Comprehensive medical, dental, and vision insurance coverage
• Short-term and long-term disability insurance
• Life insurance and accidental death & dismemberment coverage
• Supplemental insurance options for employees and dependents
• Health care and dependent care flexible spending accounts
• 401(k) retirement plan with company matching contributions
• Flexible vacation policy with generous paid time off
• Paid parental leave to support growing families
• Optional voluntary benefits including pet insurance
• Inclusive and flexible work environment supporting work-life balance
• Commitment to diversity, equity, and inclusion across all teams