Principal Customer Success Manager
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Job Description
Principal Customer Success Manager driving strategic enterprise customer value, retention, and expansion at Fenix24, a cyber disaster recovery company. Managing complex accounts, executive relationships, escalations, and cybersecurity outcomes.
Responsibilities:
- Own and manage a portfolio of the organization's most strategic and complex accounts, driving long-term strategy focused on value realization, retention, and expansion
- Build and maintain executive-level relationships with customer stakeholders, serving as a senior voice of the customer for leadership
- Align cross-functionally across Sales, Service Delivery, Product, Support, and Executive teams to remove blockers and drive outcomes
- Act as the escalation authority for the most complex customer situations, spanning technical, commercial, and operational domains
- Translate lessons learned from complex engagements into improved Customer Success plays, programs, and best practices
- Provide strategic guidance for critical account planning, at-risk accounts, and renewal/expansion strategy
- Partner with the Principal TAM as a peer advisor, and with Sales and Engineering on long-term growth planning
- Deliver executive business reviews and value-based reporting; track key metrics and KPIs across adoption, expansion, and account health
Requirements:
- 10+ years in Customer Success, account management, or a related customer-facing role, with demonstrated success managing complex enterprise relationships
- Strong executive presence and credibility at the C-suite level
- Proven ability to lead cross-functional initiatives without direct authority
- Deep experience developing and executing long-term account strategy, with advanced problem-solving skills in ambiguous environments
- Excellent written and verbal communication, including at the executive level
- Strong analytical, organizational, and planning skills
- Solid understanding of recurring revenue models, customer growth strategy, and service level/contract alignment
- Experience in a service delivery or managed services environment, with a strong grasp of IT infrastructure and security concepts
- Practical InfoSec experience and real-world application of cybersecurity principles for customers
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