Principal Customer Success Manager

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

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
• Proficiency in Salesforce, AI-driven sales tools, and data analytics is a plus
• 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