Customer Success Manager, Principal

InnovatePro Management USA LLC; Boston (MA); Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(k) with employer match

HSA with company contribution

Life and AD&D insurance

Job summary

Velotic is seeking a Principal Customer Success Manager to drive ARR growth and retention across strategic accounts. You will own post-sale lifecycle, oversee executive governance, and partner with Sales, Professional Services, Solutions Consulting, Product, and Support to deliver measurable value.

You will lead executive-level engagements, develop success plans and renewal strategies, and translate data into strategic recommendations while guiding adoption and digital transformation initiatives

Qualifications

• Experience managing enterprise customer relationships at executive level.
• Proven ability to drive adoption and expansion in complex accounts.
• Experience leading organizational change and digital transformation.
• Strong executive communication and presentation skills.
• Ability to handle high-value portfolios with many stakeholders.
• Strong analytical and problem-solving skills translating data into outcomes.
• Ability to operate independently in a fast-scaling environment.

Responsibilities

• Lead executive-level customer engagement across strategic accounts.
• Own post-sale lifecycle: governance, renewal strategy, expansion opportunities.
• Drive adoption and transformation initiatives through change management.
• Serve as senior advocate across Sales, PS, Solutions, Product, Support, and partners to resolve challenges.
• Develop and deliver executive reviews and governance frameworks.
• Analyze customer/product data to identify trends and mitigate risk.
• Drive accountability against objectives and KPIs.

Skills

Executive engagement

Account management

Change management

Cross-functional leadership

Analytical thinking

Data-driven decisions

Negotiation

Education

Bachelor’s degree

Master’s degree preferred

Job description

WHO WE ARE Velotic is a newly-formed independent software company with a pure-play focus on industrial operations. We unite two category-defining portfolios -- ThingWorx and Kepware (formerly part of PTC) and Proficy (formerly part of GE Vernova) -- to transform industrial manufacturing, at scale. With $350M in annual revenue, a global footprint across a range of industries, a legacy customer base, and our intelligent data connectivity systems and AI solutions, we are one of the world's largest independent software companies focused on industrial operations -- here to power the future of manufacturing.

OUR MISSION

Enabling the world's industrial producers to do the right things right—across every shift, every plant, every day. We help manufacturers prosper by equipping them with software-defined, data-driven production systems that elevate quality, accelerate cycle times, improve resilience, and enable sustainable profit growth.

WHY THIS IS A ONCE-IN-A-CAREER OPPORTUNITY

Lead in a market undergoing significant disruption and growth from cloud migration to edge intelligence to AI-powered industrial automation. Join a culture defined by ambition, authenticity, speed, teamwork, and the belief that manufacturing can meaningfully improve the world. Competitive benefits, compensation and long-term impact on how the world’s industrial companies operate, automate, and innovate.

ROLE SUMMARY

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.

REQUIREMENTS KEY RESPONSIBILITIES

• Lead executive-level customer engagement across a portfolio of strategic accounts, establishing trusted advisor relationships with senior business and operational stakeholders to drive long-term customer value and success.
• Own and orchestrate the post-sale customer lifecycle, including complex account transitions, executive governance programs, success planning, risk management, renewal strategy, and identification of growth and expansion opportunities.
• Drive customer adoption and business transformation initiatives through effective change management practices, ensuring alignment between customer objectives and solution realization.
• Serve as the senior customer advocate and strategic quarterback across Sales, Professional Services, Solutions Consulting, Product, Support, and partner teams to resolve complex business challenges and accelerate customer outcomes.
• Develop and deliver executive business reviews, governance frameworks, success metrics, and outcome-oriented recommendations that demonstrate measurable business impact.
• Analyze customer, product, and business performance data to identify trends, mitigate risk, influence strategic decisions, and drive continuous value realization.
• Drive accountability across internal and customer stakeholders against defined business objectives, success plans, KPIs, and contractual commitments.

REQUIRED QUALIFICATIONS

• Experience in manufacturing, engineering, or other technical field is preferred
• Proven success managing complex enterprise customer relationships, including executive-level stakeholder engagement, executive governance programs, strategic account planning, renewal management, and expansion strategy development.
• Demonstrated ability to lead customers through organizational change, adoption initiatives, digital transformation efforts, and cross-functional business process improvements.
• Strong executive communication, presentation, negotiation, and influence skills, with the ability to engage effectively with C-suite and senior leadership audiences.
• Experience managing high-value customer portfolios with significant business complexity, multiple stakeholder groups, and competing priorities.
• Strong analytical and problem-solving skills with the ability to translate data into strategic recommendations and measurable customer outcomes.
• Ability to operate independently, exercise sound judgment, and lead through ambiguity in a rapidly scaling and evolving environment

Education & Experience

• Bachelor’s degree in engineering, manufacturing, computer science or equivalent experience; Master’s degree preferred
• 7+ years of relevant experience

WORK ENVIRONMENT

• USA Remote
• Travel up to 25%, if applicable

ANTICIPATED COMPENSATION

The anticipated annual salary range for this position is between $120,000-150,000 OTE. The anticipated annual salary range encompasses both the base salary and the on-target incentive compensation that may be attained in this role. The salary range reflects a good-faith estimate of compensation at the time of posting. Actual compensation may vary based on a candidate's skills, qualifications, experience, and location.

PAY AND BENEFIT PACKAGE

• Competitive compensation
• 401(k) with employer match (50% up to 8%)
• Medical, dental, and vision coverage
• HSA with company contribution
• Life and AD&D insurance (2x salary, up to $1m)

EQUAL OPPORTUNITY STATEMENT

Velotic is committed to building a diverse and inclusive workplace.

Velotic is a newly-formed independent software company with a pure-play focus on industrial operations. We unite two category-defining portfolios -- ThingWorx and Kepware (formerly part of PTC) and Proficy (formerly part of GE Vernova) -- to transform industrial manufacturing, at scale. With $350M in annual revenue, a global footprint across a range of industries, a legacy customer base, and our intelligent data connectivity systems and AI solutions, we are one of the world's largest independent software companies focused on industrial operations -- here to power the future of manufacturing.

Are you ready to join us? This is your chance to: Join a leader in a market undergoing significant disruption and growth from cloud migration to edge intelligence to AI-powered industrial automation. Be part of a culture defined by ambition, authenticity, speed, teamwork, and the belief that manufacturing can meaningfully improve the world. Enjoy competitive benefits, compensation and long-term impact on how the world’s industrial companies operate, automate, and innovate.