Principal Success Manager
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Job Description
Principal Success Manager at Ontic, managing strategic accounts for security software solutions. Driving client engagement and maximizing value throughout the client lifecycle.
Responsibilities:
- Own the strategic relationship with a portfolio of high-value Fortune 500 clients
- Serve as the main point of contact post-sale, ensuring alignment with client business objectives
- Act as a strategic advisor and tactical partner, guiding clients through platform optimization and maturity
- Drive platform adoption, ensuring clients realize measurable business value
- Proactively identify opportunities for Ontic to solve additional pain points and help clients scale their protective intelligence programs
- Build success plans, map value drivers, and track ROI to strengthen business cases for renewal and growth
- Lead high-level business reviews and success planning sessions with senior executives and cross-functional stakeholders
- Challenge clients thoughtfully when needed—presenting data, trends, and best practices that guide better outcomes
- Forecast, manage, and own renewals, ensuring seamless continuation of service
- Partner with Sales to identify expansion opportunities and co-create account growth strategies
- Track account health signals and proactively mitigate risks to retention
- Serve as the voice of the client internally, influencing product roadmaps, service offerings, and strategic initiatives
- Collaborate with Product, Engineering, Sales, and Marketing to ensure a coordinated approach to client satisfaction and innovation
- Contribute to scaling internal systems and workflows (e.g., SFDC, JIRA, Pendo) to drive efficiency and repeatability
- Help define and refine playbooks, onboarding frameworks, and client communication models
Requirements:
- 10+ years in Customer Success, Strategic Account Management, or related roles supporting Fortune 500 or global enterprise clients, the last 3-4 years focused on delivery value to high profile strategic accounts
- Proven track record of managing complex, high-touch client relationships and delivering strategic value
- Strong executive presence with the ability to engage and influence C-suite stakeholders
- Confident leading both strategic planning and hands-on tactical execution
- Exceptional communication, facilitation, and presentation skills
- Experience in SaaS platforms, preferably with enterprise B2B or security-related solutions
- Consultative mindset with strong business acumen and problem-solving skills
- Familiarity with tools like Salesforce, JIRA, Gainsight, ChurnZero, and Pendo is a plus
- Added bonus would be experience in the corporate security space
- Willingness to travel up to 30%, based on business needs
Benefits:
- Competitive Salary
- Medical, Vision & Dental Benefits
- 401k
- Stock Options
- HSA Contribution
- Learning Stipend
- Flexible PTO Policy
- Quarterly company ME (mental escape) days
- Generous Parental Leave policy
- Home Office Stipend
- Mobile Phone Reimbursement
- Home Internet Reimbursement for Remote Employees
- Anniversary & Milestone Celebrations
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