Principal Customer Success Manager
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Job Description
Principal Customer Success Manager owning strategic enterprise accounts for Commerce’s AI-driven ecommerce ecosystem. Driving adoption, renewals, expansion, advocacy, and executive customer outcomes.
Responsibilities:
- Own strategic enterprise accounts with accountability for renewals, net revenue retention, expansion, and referenceability
- Develop and execute success plans with goals, KPIs, and measurable ROI
- Drive adoption and engagement across multiple product lines and platform functionality
- Lead executive business and roadmap reviews
- Identify and mitigate churn risk proactively
- Manage escalations and critical issues
- Lead contractual and commercial negotiations and manage commercial terms
- Forecast renewals, churn risks, upsell, and cross-sell opportunities
- Partner with Sales and Account Management on expansion opportunities
- Build customer champions, advocacy programs, and referenceable accounts
- Influence product roadmap, platform functionality, and go-to-market strategy as the voice of the customer
- Collaborate cross-functionally to scale processes, drive retention, and maximize growth
- Mentor other Customer Success Managers
- Maintain accurate account documentation, usage insights, and engagement history
- Meet assigned OKRs and KPIs
Requirements:
- 8+ years of experience in Enterprise Customer Success, Account Management, or SaaS roles
- Proven track record driving adoption, retention, renewals, and expansion in complex, high-growth accounts
- Strong executive presence and ability to influence senior and C-level stakeholders
- Experience in success planning, documentation, and escalation management
- Commercial mindset focused on Net Revenue Retention (NRR) and churn reduction
- Comfort with contractual and commercial negotiation and managing commercial terms
- Exceptional interpersonal, influencing, and communication skills
- Ability to forecast renewals, churn risk, and upsell/cross-sell opportunities accurately
- Deep, hands-on knowledge of the company’s products and services
- Bias for action and results orientation
- Highly organized and systems-oriented, with strong decision-making skills
Benefits:
- Remote-first work arrangement
- Optional collaborative workspaces in Austin, Atlanta, and London
- Variable compensation such as bonus or commission, where applicable
- Equity, where applicable
- Benefits in accordance with local policies
- Inclusive and accessible hiring experience
- Government ID and biometric verification processed securely in accordance with applicable privacy laws
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