Principal Customer Success Manager

Role Overview

• Own a portfolio of Seeq’s largest, most complex, and highest-potential customers, typically spanning multiple geographies, sites, and business units, with multi-million dollar ARR responsibility.
• Develop, socialize, and execute strategic success plans that align Seeq’s capabilities to customers’ enterprise-level initiatives (e.g., digital transformation, operational excellence, sustainability), including clear value hypotheses, milestones, and executive-level success metrics.
• Lead quarterly and executive business reviews (EBRs/QBRs) that highlight measurable outcomes, tell the value story, surface risks/opportunities, and reset priorities to continue driving value and expansion.
• Serve as the primary executive-facing point of contact and trusted advisor, shaping long-term collaboration and ensuring alignment between Seeq’s roadmap and the customer’s strategic direction.
• Drive deep and broad adoption across the customer’s organization by orchestrating programs such as structured onboarding, advanced enablement, communities of practice, user forums, and champion networks, in partnership with Training and Services.
• Identify, prioritize, and quantify high-impact use cases; ensure successful deployment, measurement of outcomes, and storytelling of value that leads to advocacy and reference ability.
• Own the renewal and commercial strategy for your portfolio, including early and proactive risk identification, mitigation plans, and expansion strategies (upsell, cross-sell, and land-and-expand to new sites, business units, or partner companies).
• Collaborate closely with the account team (Sales, Services, Partners) to build and execute comprehensive account plans, including whitespace analysis, multi-year expansion roadmaps, and executive sponsorship alignment.
• Act as the senior escalation point for high-risk and high-visibility situations, driving coordinated response plans, communicating effectively with executives, and ensuring we emerge stronger in the relationship.
• Translate customer feedback and emerging needs into prioritized requirements and feature enhancement recommendations for Product and Engineering, with clear business justification and expected impact.
• Champion the “voice of the customer” within Seeq by contributing to roadmap discussions, beta programs, advisory boards, and strategic initiatives focused on the manufacturing and industrial analytics domain.
• Mentor and coach other CSMs and cross-functional teammates, sharing best practices in strategic account management, value realization, executive communication, and risk management.
• Use customer health indicators, product usage data, and leading/lagging metrics to continuously assess account performance, identify patterns, and adjust strategy and engagement models as needed.
• Systematically document account strategies, risks, and opportunities in our internal systems to ensure transparency, continuity, and alignment across teams.
• Contribute to the design and continuous improvement of Customer Success processes, playbooks, and tooling to increase scalability and consistency across the organization.

Requirements

• 8+ years in customer-facing roles for B2B SaaS or industrial intelligence platforms serving multinational or industrial/manufacturing organizations, with a strong track record managing complex enterprise accounts; prior Senior/Strategic CSM or equivalent experience strongly preferred.
• Deep experience in process manufacturing industries (O&G, Chemicals, Pharma, Power, MMM) and industrial/manufacturing environments, including time-series/advanced analytics and close collaboration with IT/OT stakeholders.
• Proven success owning a multi-million-dollar enterprise SaaS book of business with high renewal rates and consistent expansion across sites, business units, and/or regions.
• Significant experience presenting to and influencing Senior Director+, VP, and C-level executives in global industrial organizations, including executive storytelling around value realization and transformation journeys.
• Highly data-driven, with demonstrated ability to interpret customer health signals, usage patterns, and business metrics to inform strategy, prioritize actions, and communicate impact.
• Adept at translating corporate objectives (e.g., annual reports, strategic plans) into concrete account strategies and success plans, and at gaining alignment from diverse stakeholders around those plans.
• Demonstrated experience collaborating with Sales, Services, Product, Training, and Support to build and execute joint account plans that lead to advocacy, expansion, and long-term partnerships.
• Strong facilitation, communication, and storytelling skills; able to simplify complex technical and analytical concepts for non-technical stakeholders while maintaining credibility with expert users.
• Comfortable operating with high autonomy in ambiguous, fast-changing environments, setting direction for your portfolio and influencing internal priorities without formal authority.
• Willingness to travel as needed to support strategic customer relationships and key account milestones.
• Bi-lingual or multi lingual strongly preferred: English, French, Spanish.

Benefits

• 12-week paid Seeq family leave
• Unlimited PTO
• Internet and mobile phone reimbursements
• Medical benefits
• Group term life insurance
• Short-term and long-term disability insurance pre-tax benefits
• Voluntary vision and dental (ortho)
• Vacation bonus program
• Employee Assistance Program
• Generous home office allowance
• The best co-workers (we've analyzed the data, so we know it's true.)
• Pet-friendly workspace (your dog will be so happy to have you home)
• You love your job!