Principal Customer Success Manager

WorkSpan is a company focused on building the world’s largest co-selling network, leveraging partnerships among major cloud providers and tech companies. They are seeking a Principal Customer Success Manager to own enterprise accounts, drive adoption of WorkSpan modules, and facilitate strategic customer engagement while utilizing AI-driven insights to enhance business outcomes.

Responsibilities:

• Own a portfolio of high ARR, multi-region enterprise accounts, acting as the single threaded owner for business outcomes and executive relationships
• Define and manage joint success plans with clear KPIs: partner-sourced pipeline, co-sell-influenced revenue, cycle time reduction, acceptance rates, adoption KPIs, and AI-enabled productivity gains
• Lead Monthly / Quarterly Business Reviews (MBRs/QBRs) with senior stakeholders, using AI to prepare insights and turning those into clear, outcome-focused narratives and next-step commitments
• Translate product and AI capabilities into commercial outcomes (e.g., “increase accepted referrals from AWS by X%,” “reduce manual reconciliation time by Y% using AI-driven reporting”)
• Drive deep adoption across core WorkSpan modules (plans, opportunities/referrals, marketplace programs, reporting, integrations) and AI-powered features (e.g., intelligent health signals, automated summaries, recommended actions)
• Identify and execute on expansion opportunities (new business units, regions, partners, additional modules, professional services) in close partnership with Sales/Account Management, supported by AI-generated insights on usage and whitespace
• Monitor usage, health scores, and leading indicators—leveraging AI to detect early risk patterns and surface expansion triggers—then proactively intervene before risk escalates
• Champion co-sell and AI best practices within customer organizations, including workflows across AWS ACE, Microsoft Partner Center, Google Cloud Partner Advantage, and their CRM/BI stack
• Act as a trusted advisor to senior leaders in Alliances, Channels, Partner Sales, and Revenue Operations on both co-sell strategy and AI-powered operating models
• Facilitate strategic discussions on ecosystem strategy, co-sell operating models, KPIs, AI-driven automation, and change management
• Build a strong executive sponsor network across your accounts; orchestrate multi-threaded relationships to reduce single-thread risk
• Represent the “voice of the customer” in product roadmap and AI strategy discussions; help prioritize capabilities and AI use cases that unlock measurable value
• Own major escalations and complex issues, coordinating with Support, Product, Engineering, and Integrations to drive timely resolution and maintain customer trust
• Understand and explain technical architectures at a high level (CRM integrations, ACE APIs, data flows, SSO, user provisioning, AI-powered analytics)
• Use AI tools to triage, summarize, and communicate complex issue histories and action plans to stakeholders
• Anticipate and mitigate risk from org changes, tool stack shifts, or program realignments at the customer, using AI signals and scenario analysis to guide recommendations
• Serve as a role model and mentor for other CSMs; help refine playbooks, discovery frameworks, and review templates with built-in AI workflows (e.g., standard prompts, analysis templates, meeting packs)
• Partner closely with Sales, Solutions, Product, Marketing, and Support to build cohesive account strategies and referenceable customer stories that highlight both co-sell and AI impact
• Contribute to internal initiatives (training, content, tooling) that improve CS productivity and scale using AI, including defining “what good looks like” for AI usage in CSM workflows

Requirements:

• 8+ years in Customer Success, Account Management, or Consulting roles in B2B SaaS, with at least 3+ years owning strategic/enterprise accounts
• Demonstrated success driving adoption and expansion in complex, multi-stakeholder environments
• Experience working with partner ecosystems, channel programs, or co-sell motions, ideally 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)
• Strong understanding of SaaS revenue metrics (ARR, NDR, GRR, churn, expansion), sales pipelines, and partner economics
• Ability to build and defend ROI and business cases with executives, including cases for automation and AI investment
• Comfortable discussing integrations, APIs, data mappings, and CRM architectures (Salesforce highly preferred)
• Ability to analyze usage and business data, identify trends/risks, and convert insights into concrete actions—ideally with experience using AI or BI tools to accelerate this analysis
• Familiarity with hyperscaler partner portals (AWS ACE, Microsoft Partner Center, Google Cloud Partner Advantage) is a strong plus
• Hands-on experience using AI tools (e.g., Glean, ChatGPT, Claude, Copilot) for tasks like data exploration, meeting preparation, customer follow-ups, playbook creation, and internal documentation
• Exceptional written and verbal communication in English
• Proven ability to command the room in executive settings, simplifying complexity and driving decisions
• Skilled at structuring clear, outcome-oriented narratives in QBRs/MBRs and steering committees, using AI-generated summaries and visuals where appropriate
• Actively uses AI tools (e.g., Glean, ChatGPT/Claude/Copilot) for research, analysis, content creation, meeting preparation, playbook refinement, and follow-ups
• Comfort creating and iterating on prompt libraries, templates, and standard operating patterns that others can reuse
• Sees AI as a force multiplier and continuously experiments with new ways to increase impact and efficiency—for both WorkSpan and your customers
• Experience at a high-growth SaaS company working with global enterprise customers
• Direct background in co-sell operations, partner programs, or ecosystem management
• Prior roles in management consulting, strategy, or solutions consulting
• Experience building CS or co-sell playbooks, frameworks, or internal tooling, ideally with embedded AI workflows
• Exposure to or curiosity about ML/AI concepts (e.g., predictive health scoring, recommendation systems, large language models) and how they apply to Customer Success and co-sell