Principal Customer Success Manager

Mimecast; City Of London; On-site; GBP 54,000 - 83,000; Full time

Job summary

A global cybersecurity firm seeks a highly driven Principal Customer Success Manager to foster strong customer relationships and ensure satisfaction. The ideal candidate has extensive experience managing strategic client partnerships, analytical skills in using customer success platforms, and a collaborative leadership style. This role offers a base salary between $72,000 and $108,000, alongside various incentive plans and benefits.

Qualifications

• Demonstrable success in a senior or principal-level Customer Success role.
• Skilled in using customer success platforms and reporting tools.
• Adept at working cross-functionally and influencing to drive change.

Responsibilities

• Serve as the primary point of contact for key customers.
• Proactively monitor customer health and drive retention strategies.
• Work closely with sales and product teams to advocate for customers.

Skills

Business Development

Cloud Computing

Data Analysis Skills

Leadership Experience

Negotiation

Analytical Mindset

Excellent Communicator

Tools

Gainsight

AWS

Job description

Principal Customer Success Manager

Our Global Customer Success business is looking for a highly driven and motivated Principal Customer Success Manager who is passionate about building strong customer relationships and providing a best‑in‑class customer experience. You will be a trusted advisor and advocate for your customer base working collaboratively across the business to improve the overall health of the customer contributing to increased customer retention and satisfaction.

Key Responsibilities

• Strategic Customer Partnership: Serve as the primary point of contact for key customers developing deep relationships and understanding their business goals challenges and success metrics.
• Customer Health & Retention: Proactively monitor customer health using systems such as Gainsight leveraging data and reporting to identify risks and opportunities and drive retention strategies.
• Cross‑Functional Collaboration: Work closely with Sales Support Product and Professional Services to champion the voice of the customer and advocate for their needs driving meaningful change across the organization.
• Thought Leadership: Lead and participate in global cross‑functional projects that advance the Customer Success function and contribute to our company's evolutionli>
• Mentorship & Role Modelling: Set the standard for Customer Success excellence by mentoring and coaching less tenured team members fostering a culture of continuous learning and growth.
• Customer Advocacy: Represent the customer internally ensuring their feedback is heard and acted upon to enhance our products and services.

What you’ll bring

• Proven Experience: Demonstrable success in a senior or principal-level Customer Success role managing strategic customer relationships and driving retention and growth.
• Analytical Mindset: Skilled in using customer success platforms (e.g. Gainsight) and reporting tools to assess customer health and inform decision‑making.
• Collaborative Leader: Adept at working cross‑functionally and influencing without authority to drive customer‑centric change.
• Project Leadership: Experience leading complex global initiatives that impact the broader Customer Success organization.
• Inspirational Mentor: Passionate about developing others and role‑modeling best‑in‑class Customer Success behaviours.
• Excellent Communicator: Strong verbal and written communication skills with the ability to engage and influence stakeholders at all levels.

The base salary range for this position is 72000 to 108000 base benefits. This reflects the minimum and maximum target for new hire salaries for this position. This position may also be eligible for incentive plans and other related benefits. Our salary ranges are determined by role level and location. These factors and individual capabilities will also determine the individual pay offered.

DEI Statement

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive diverse community that celebrates and welcomes everyone unless they’re a cybercriminal of course.

We’re proud to be an Equal Opportunity and Affi­dictive Action Employer and we encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race age religion sexual orientation gender identity ability marital status nationality or any other protected characteristic won’t affect your application.

Due to certain obligations to our customers an offer of employment will be subject to your successful completion of applicable background checks conducted in accordance with local law.

Key Skills

• Business Development
• Classroom Experience
• Dayforce
• Go
• Cloud Computing
• AWS
• Teaching
• Administrative Experience
• Leadership Experience
• Negotiation
• SAS
• Data Analysis Skills

Employment Type: Full-Time

Experience: years

Vacancy: 1

Monthly Salary: 72000 - 108000