Principal Client Success Manager

Role Overview

• Drive long-term value, adoption, and growth across Clearspeed’s most strategic key clients.
• Partner closely with executive stakeholders, product, sales, and delivery teams to ensure measurable outcomes, retention, and expansion.
• Own the post-sales relationship for strategic clients, acting as the primary point of contact.
• Build strong relationships with executive sponsors and operational leaders.
• Develop and execute client success plans aligned to business objectives and outcomes.
• Partner with clients to understand their current and future business goals and challenges.
• Ensure clients realize measurable value from Clearspeed’s solutions.
• Drive product adoption, usage, and best practices across client organizations.
• Identify expansion, upsell, and cross-sell opportunities in partnership with Sales.
• Manage renewals and proactively mitigate churn risks.
• Track and report on client health, KPIs, and success metrics.
• Serve as a subject-matter expert on Clearspeed’s technology, use cases, and roadmap.
• Lead client calls and product training sessions as well as providing ongoing consultation on best practices and effective workflows.
• Lead executive business reviews, QBR’s, POV evaluations and strategic planning sessions.
• Translate client feedback into actionable insights for Product and Engineering teams.
• Advocate for client needs internally while balancing scalability and product strategy.
• Partner with Sales on onboarding, account strategy, and commercial growth.
• Coordinate with Implementation, Support, and Product teams to deliver a seamless client experience.
• Track all client requests, product enhancements and software bugs.
• Contribute to process improvements, playbooks, and client success best practices.
• Perform additional related duties as required.

Requirements

• Bachelor's degree in a related field or equivalent work experience.
• At least 10 years of professional experience in Strategic Client Success, Client Service, Account Management or equivalent experience within B2B SaaS with a strong focus on client communication, global relationships and project management.
• Experience managing complex, enterprise, or strategic accounts.
• Strong executive presence and ability to influence senior stakeholders.
• Proven track record of driving retention, adoption, and revenue growth.
• Excellent communication, presentation, and relationship-building skills.
• Comfort working with data, analytics, and performance metrics.
• Strong Microsoft Office skills including PowerPoint, Word and Excel.
• Excellent verbal, written communication and presentation skills.
• Ability to prioritize workload to meet critical objectives and timelines, and work in a multitasking environment.
• Exceptional team player, but also comfortable working independently.
• Knowledge of the insurance industry is highly preferred.

Benefits

• Competitive compensation: salary + performance-based bonuses
• Stock options
• Unlimited paid time off
• Health and wellness coverage