Principal Customer Success Manager

Ladders; United States; Remote; USD 222,000 - 247,000; Full time

Benefits offered by this job

Health and wellness programs

Hybrid working policy

Professional development and mentoring

Corporate bonus program and stock onyx

Job summary

Ladders is seeking a Principal Customer Success Manager to own the success strategy for a portfolio of strategic enterprise customers, focusing on retention, value realization, and long-term adoption. You will collaborate with executive sponsors to align outcomes with business priorities and guide AI-driven automation roadmaps across complex organizations.

Location: Remote in the United States. Compensation: $222,300 – $247,000 annually.

Qualifications

• 8+ years in enterprise Customer Success or advisory roles.
• Experience with large enterprise clients and complex orgs.
• Ability to build executive relationships and influence decisions.
• Experience driving adoption, retention, and measurable outcomes.

Responsibilities

• Own the success strategy and retention for strategic enterprise customers.
• Lead executive conversations aligning company capabilities with customer priorities.
• Develop AI and automation roadmaps with clear milestones.
• Guide complex implementations and adoption programs across teams.
• Monitor KPIs and lead risk mitigation to protect outcomes.

Skills

Enterprise CS experience

Executive relationships

Advisory experience

ROI and renewal strategy

AI and automation interest

Job description

For our client, we are seeking a Principal Customer Success Manager to join the team of a leader in the Enterprise Technology space.

This role will own the success strategy for a portfolio of strategic enterprise customers, with a strong focus on retention, value realization, and long-term adoption. You will partner with executive sponsors and operational leaders across complex organizations to align solution outcomes with business priorities. The position also requires guiding sophisticated implementation and automation roadmaps that help customers achieve measurable results.

Location: Remote

Compensation: $222,300 – $247,000 annually

Responsibilities

• Own the success strategy and retention for a portfolio of strategic enterprise customers
• Build relationships with executive sponsors and operational leaders to ensure alignment across teams
• Lead executive conversations and strategic planning sessions that connect the company's capabilities to customer priorities
• Drive measurable value realization by aligning outcomes with customer goals
• Develop customer-specific AI and automation roadmaps with clear milestones
• Guide complex enterprise implementations and adoption programs across teams and systems
• Monitor key performance indicators and lead risk mitigation plans to protect customer outcomes

Qualifications

• 8+ years of customer-facing experience in enterprise Customer Success or related advisory roles
• Experience with large enterprise clients and complex organizational structures
• Proven ability to build executive relationships and influence decisions across various stakeholders
• Track record of driving adoption, retention, and measurable business outcomes for enterprise customers
• Familiarity with business process mapping and complex technology implementations
• Strong commercial judgment linking product performance to ROI and renewal strategies
• Technical acumen with a genuine interest in AI and automation

Benefits

• Comprehensive health and wellness programs to support employee wellbeing
• Flexible work arrangements with a hybrid working policy
• Opportunities for professional development and mentorship
• Access to a corporate bonus program and stock options
• Support for work-life balance and family needs

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.