Principal Customer Success Manager
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Job Description
Principal Customer Success Manager responsible for key account management and growth strategy. Ensuring customer success through effective relationship building and operational delivery.
Responsibilities:
- Responsible for selected key accounts
- Build and maintain trusted relationships with decision-makers and stakeholders
- Lead strategic customer discussions and business reviews
- Develop long-term customer strategies
- Ensure customer retention and contract renewals
- Early identification of risks and churn indicators
- Develop initiatives to increase customer value
- Identify cross-sell and upsell opportunities
- Develop business cases and growth initiatives
- Proactively nurture and grow existing customer relationships
- Support strategic customer projects
- Work closely with SEO, CRO and delivery teams
- Translate technical topics into business value
- Ensure a shared understanding of customer goals and priorities
Requirements:
- Several years of experience in Customer Success, consulting, Key Account Management or a comparable role
- Experience supporting complex e-commerce clients
- Understanding of digital business models, e-commerce and data-driven marketing
- Ability to connect operational measures with strategic business objectives
- Strong analytical skills and an entrepreneurial mindset
- Excellent communication skills at all levels
- Ability to distill complexity into clear, concise messages
- High level of initiative and a strong sense of responsibility
- Strong hands-on mentality
- Confident presence when interacting with business units, management and C-level stakeholders
Benefits:
- Subsidized fitness program
- 100% mobile office (remote) or hybrid working options
- Continuous development through transparent career paths
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