Own a portfolio of high ARR, multi-region enterprise accounts
Define and manage joint success plans with clear KPIs
Lead Monthly / Quarterly Business Reviews (MBRs/QBRs)
Drive deep adoption across core WorkSpan modules and AI-powered features
Act as a trusted advisor to senior leaders in Alliances, Channels, Partner Sales, and Revenue Operations
Own major escalations and complex issues
Serve as a role model and mentor for other CSMs

8+ years in Customer Success, Account Management, or Consulting roles in B2B SaaS
3+ years owning strategic/enterprise accounts
Strong co-sell or ecosystem experience with AWS, Microsoft, and/or Google Cloud
Proven track record of meeting or exceeding targets for retention (GRR), expansion (NDR), and customer satisfaction (NPS / CSAT)
Comfortable discussing integrations, APIs, data mappings, and CRM architectures (Salesforce highly preferred)
Exceptional written and verbal communication in English.

Principal Customer Success Manager

Key skills