Customer Success Manager

ROLE SUMMARY

Under the leadership of the Director of Customer Success Management, we are hiring a Principal Customer Success Manager to support the Customer Success Management team. This role is critical to ARR growth and retention and will be responsible for customer advocacy, account management, and churn prevention.

KEY RESPONSIBILITIES

Own and execute the account management handoff from Sales, including building executive relationships, identifying expansion leads, reporting on account health, and protecting renewal revenue

Partner cross-functionally with the account team (Sales, Professional Services, Solutions Consulting), Product, and Support to serve as an advocate for our customers Develop and improve internal processes, systems, and workflows to enable CSMs to be more effective in their roles Analyze data and provide actionable insights to drive business decisions Drive accountability against defined KPIs and performance metrics Ensure compliance with company standards and policies REQUIRED QUALIFICATIONS Bachelor's degree in engineering, manufacturing, computer science, or equivalent experience (Master's degree preferred) 4-8 years of relevant experience in customer success, account management, or related field Demonstrated ability to build executive relationships, nurture high-value portfolios, own retention goals, identify growth pathways, and mitigate risk in accounts Strong communication and collaboration skills Ability to operate independently in a scaling environment PREFERRED QUALIFICATIONS Experience in manufacturing, engineering, or other technical field WORK ENVIRONMENT Remote position Travel up to 25%, if applicable