Principal Customer Success Manager in India at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Principal Customer Success Manager based in the United States.

This is a senior individual contributor role responsible for the success of the organization’s most strategic and complex customer relationships.
You will shape long-term account strategies that strengthen retention, expansion, and measurable customer value.
The role combines executive relationship management with hands-on leadership across technical, commercial, and operational challenges.
You will serve as a trusted advisor to senior customer stakeholders and a senior voice of the customer internally.
Working across Sales, Service Delivery, Product, Support, Engineering, and Executive teams, you will remove blockers and drive meaningful outcomes.
You will also turn lessons from complex engagements into scalable Customer Success programs, plays, and best practices.
This is an opportunity to influence both high-value customer outcomes and the broader evolution of a mature Customer Success organization.

• Own a portfolio of the organization’s most strategic and complex enterprise accounts, developing long-term strategies centered on value realization, customer retention, and expansion.
• Build trusted relationships with executive-level customer stakeholders and act as a senior advocate for customer priorities across the organization.
• Lead cross-functional collaboration across Sales, Service Delivery, Product, Support, Engineering, and Executive teams to resolve challenges and accelerate customer outcomes.
• Serve as the escalation authority for complex customer situations involving technical, commercial, operational, or service-related issues.
• Develop and execute strategic account plans, including approaches for at-risk customers, renewals, expansion opportunities, and long-term relationship development.
• Deliver executive business reviews and value-based reporting, using customer health, adoption, retention, and expansion metrics to guide decisions.
• Partner closely with technical and sales leadership on account strategy, customer growth opportunities, and long-term planning.
• Identify recurring challenges and translate insights from complex customer engagements into improved Customer Success programs, plays, processes, and best practices.

• 10+ years of experience in Customer Success, account management, or another senior customer-facing function, with a strong track record managing complex enterprise relationships.
• Demonstrated ability to establish credibility and influence at the C-suite and executive stakeholder level.
• Strong executive presence combined with excellent written and verbal communication skills.
• Proven ability to lead complex, cross-functional initiatives and influence stakeholders without direct reporting authority.
• Extensive experience creating and executing long-term account strategies in ambiguous or high-complexity environments.
• Strong analytical, organizational, strategic planning, and problem-solving capabilities.
• Solid understanding of recurring revenue models, customer growth strategies, renewals, and service-level or contractual alignment.
• Experience working in service delivery, managed services, IT infrastructure, or similarly complex technology environments.
• Strong understanding of IT infrastructure and security concepts, with practical experience applying information security and cybersecurity principles to customer environments.
• Ability to navigate complex customer situations with sound judgment, ownership, and a strong focus on business outcomes.

• Competitive annual salary of $150,000–$170,000.
• Full-time position with flexibility to work remotely within the United States.
• Opportunity to manage high-value enterprise relationships and engage directly with senior executives.
• High-impact individual contributor role with significant influence across Customer Success strategy and programs.
• Cross-functional exposure to Sales, Service Delivery, Product, Support, Engineering, and executive leadership.
• Opportunity to shape scalable Customer Success practices based on insights from complex customer engagements.
• Environment focused on cybersecurity, resilience, customer protection, and long-term business value.