Principal Customer Success Manager
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Job Description
Principal Customer Success Manager driving retention, adoption, and expansion for Velotic’s industrial software customers. Managing strategic enterprise accounts and executive governance across manufacturing-focused software solutions.
Responsibilities:
- Lead executive-level customer engagement across a portfolio of strategic accounts
- Establish trusted advisor relationships with senior business and operational stakeholders
- Own and orchestrate the post-sale customer lifecycle, including account transitions, executive governance, success planning, risk management, renewal strategy, and expansion opportunities
- Drive customer adoption and business transformation initiatives through change management
- Serve as senior customer advocate across Sales, Professional Services, Solutions Consulting, Product, Support, and partner teams
- Develop and deliver executive business reviews, governance frameworks, success metrics, and outcome-oriented recommendations
- Analyze customer, product, and business performance data to identify trends, mitigate risk, influence decisions, and drive value realization
- Drive accountability across internal and customer stakeholders against objectives, success plans, KPIs, and contractual commitments
Requirements:
- Experience in manufacturing, engineering, or another technical field is preferred
- Proven success managing complex enterprise customer relationships
- Experience with executive-level stakeholder engagement and executive governance programs
- Experience in strategic account planning, renewal management, and expansion strategy development
- Ability to lead customers through organizational change, adoption initiatives, digital transformation, and cross-functional process improvements
- Strong executive communication, presentation, negotiation, and influence skills
- Ability to engage effectively with C-suite and senior leadership audiences
- Experience managing high-value customer portfolios with significant complexity and multiple stakeholder groups
- Strong analytical and problem-solving skills
- Ability to translate data into strategic recommendations and measurable customer outcomes
- Ability to operate independently, exercise sound judgment, and lead through ambiguity
- Bachelor's degree in engineering, manufacturing, computer science, or equivalent experience
- 7+ years of relevant experience
- Master's degree is preferred
- Willingness to travel up to 25%, if applicable
Benefits:
- Competitive benefits and compensation
- Flexible work arrangements
- Discretionary Time Off (DTO)
- Global paid parental leave
- Employee Assistance Program (EAP)
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