Principal Customer Success Manager

Backstory is the leading AI answers platform for sales teams, helping them maximize their investment in AI and achieve measurable business outcomes. The Principal Customer Success Manager will act as a trusted advisor to enterprise customers, managing a $5M+ book of business, ensuring high customer retention and expansion.

Responsibilities:

• Build and execute strategic success plans with clear business objectives and ROI metrics
• Own the customer lifecycle—from onboarding to adoption, renewals, and growth
• Identify key adoption milestones and ensure seamless integration into customer workflows.Use data-driven insights to align Backstory's solutions with business objectives
• Partner with Sales, Services, Product, and Marketing teams to enable cross-functional adoption
• Identify and develop new champions within top accounts to expand Backstory's influence
• Work with Sales and Revenue Operations teams to drive renewals and plan for customer growth
• Partner closely with Sales, Product, and Engineering to drive continuous value delivery
• Advocate for customers by providing product feedback and insights to influence the roadmap
• Contribute to Backstory's customer marketing efforts by delivering case studies and references

Requirements:

• 7-10+ years of experience in Customer Success, Account Management, or Consulting at a SaaS company, agency, or consulting firm (e.g., Deloitte, Accenture, PwC)
• Experience managing enterprise customers with $5M+ ARR, high complexity, and multiple stakeholders
• Deep understanding of Sales, Marketing, and Revenue Operations workflows
• Strong experience in customer engagement, renewals, and expansion planning
• Ability to travel 15% for customer meetings, EBRs, and success milestones
• Experience as a strategic advisor & analytical storyteller with the ability to translate data into compelling business insights and drive executive conversations
• A Consultative approach. Possessing a deep understanding of sales, marketing, and revenue operations to align solutions with business goals
• Proven ability to manage multiple complex accounts, prioritize effectively, and drive measurable impact
• Ability to anticipate challenges, proactively mitigate risks, and pivot strategies when needed
• Proficiency in Salesforce, AI-driven sales tools, and data analytics is a plus