Principal Customer Success Manager

Role Overview

• Own the renewal cycle for your book of business end to end, identifying risks early and resolving them before they escalate
• Build and maintain a clear picture of customer sentiment across all stakeholders — from end users to C-suite — and take action when something is off
• Act as a vocal internal advocate for your customers, coordinating cross-functional teams to resolve challenges quickly
• Keep leadership informed with timely, accurate updates on account health, risks and wins
• Own end-to-end commercial negotiations for renewals and expansions across a portfolio of high-value North American accounts, working within Ometria's pricing model
• Identify and close upsell opportunities that genuinely reflect value delivered
• Partner closely with the North American Sales team and leadership to pursue expansion opportunities and hit upsell ARR targets
• Develop genuine relationships with CMOs, CTOs, CEOs and marketing and technology leads across large, multi-stakeholder enterprise organisations
• Maintain multi-threaded engagement plans that anticipate where senior conversations are needed and ensure the right Ometrians are involved
• Deliver on commitments consistently — your clients should see you as a trusted partner, not just a vendor contact
• Become an expert in both the Ometria platform and the ecommerce and retail marketing landscape
• Lead Business Reviews, strategic marketing assessments and account planning sessions that connect platform outcomes to your clients' business goals
• Use retail intelligence, trends data and platform insights to make credible, forward-looking recommendations — particularly to senior commercial and marketing stakeholders at enterprise level
• Share your methodology and experience with team members, contributing to playbooks, account approaches and how we raise the bar on CS practice at Ometria
• Step in to support complex or escalated situations across the wider team when needed
• Provide thoughtful input to CS leadership on how we continue to improve as the team grows

Requirements

• 7+ years of Customer Success experience in an enterprise SaaS organisation, with a proven track record of owning large, complex, multi-stakeholder accounts with significant ARR — ideally with exposure to retail, ecommerce or MarTech
• Executive presence — you're comfortable and credible in conversations with CMOs, CTOs and CEOs at major enterprise organisations, and you know how to adapt your approach depending on who's in the room
• Commercial sharpness — you spot risk and opportunity in account data, and you can navigate commercial conversations with confidence. You don't wait to be asked
• Relationship depth — you build relationships that go beyond the day-to-day contact. Your clients trust you because you consistently deliver and tell them what they need to hear, not just what they want to hear
• Data fluency — you're comfortable working with and interpreting performance data, and you can turn it into a clear narrative that lands with marketing and commercial stakeholders alike
• Technical credibility — you don't need to be an engineer, but you understand enough about how Ometria works technically (APIs, data feeds, integrations) to hold your own with technical stakeholders and know when to escalate
• Organised and accountable — you manage a complex book of business without dropping balls. Your Salesforce hygiene is good, your forecasting is reliable and your clients know what to expect from you
• A natural at sharing what you know — you raise the people around you. You share your thinking, contribute to how the team works and are generous with your experience

Benefits

• Unlimited paid time off
• Health Insurance
• Dental
• Vision
• Mental Health Support