As our Principal Customer Success Manager, you will own the relationship with a book of business containing critical mid-market customers and will be responsible for adoption, retention, expansion, and customer outcomesOur ideal candidate will possess strong negotiation and consultative selling skills as well as experience in identifying customer needs, delivering value, and managing executive relationships. 

Your First 90 Days 

In your First 30 Days, you will immerse yourself in our Customer Success practice, learning from a variety of internal and external stakeholders as well as starting to build important cross-functional relationships. You will complete our onboarding program and be able to demonstrate the value our solution brings to our customers. Further, you will be assigned your book of business. 

Within your first 60 days, you will build relationships within your book of business as well as understand customer health metrics. By this point, you will possess a deep understanding of our engagement model and the cadences along our customer journey. 

Within your first 90 days, you will become comfortable running calls within your book of business, be able to discuss value drivers, and support customers with any issues they might have.

What You’ll Do

  • Manage accounts using consultative techniques to achieve renewal and expansion revenue targets
  • Leverage domain and product knowledge to drive adoption and expansion opportunities
  • Assess and understand accounts’ organizational landscape and build executive-level relationships that expand our footprint and drive revenue
  • Forecast and communicate at-risk customers; define and execute retention strategies
  • Coordinate and manage commitments cross-functionally, leveraging subject matter experts to support customer needs
  • Provide updates and follow-ups to customers on issues, requests, and escalations
  • Execute regular account reviews, gathering and presenting status of customer goals, issues, and roadmap requests; leverage data-driven reporting to support the value delivered through utilization
  • Create advocates by ensuring customers achieve desired outcomes
  • Partner with Customer Solutions Engineers to provide creative solutions supporting complex customer requirements

Who You Are

  • 7+ years of Customer Success experience in B2B SaaS
  • Excellent verbal, communication, and presentation skills
  • Ability to establish and maintain credibility and rapport with C-level executive customers
  • Strong time management, multi-tasking, problem-solving, and organizational abilities
  • Ability and appetite to quickly learn our product and service offerings
  • Comfortable with the ambiguity inherent to a SaaS company experiencing rapid growth
  • Proficiency with collaborating cross-functionally, including remotely, with teams that include Finance & Accounting, Product, Sales and Marketing
  • Bachelor’s degree

Your Differentiators

  • Prior experience in the Architecture, Engineering, and/or Construction verticals
  • Prior experience with Customer Success software (e.g., ChurnZero, Gainsight, Salesforce)

Our Values

  • We are a Team. Employees, customers, and partners working together.
  • We are Customer-Focused. Customers are the heart of everything we do.
  • We are Driven. Seeking exceptional outcomes.
  • We Own our Success. Every employee has a stake in our company.
  • We do the right thing and have fun in the process.

The salary range for this opportunity is $120,000 – 135,000 per year.

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