Principal Customer Success Manager

Fenix24; United States; On-site; USD 130,000 - 190,000; Full time

Job summary

Fenix24 is seeking a Principal Customer Success Manager to lead and grow our most valuable enterprise relationships. You will own strategic accounts, align cross-functionally with Sales, Product, and Engineering, and serve as the executive-level voice for our customers.

Your role drives retention, expansion, and long-term value realization. You will act as escalation authority for complex scenarios, shape account strategy, and translate experiences into scalable CS programs and plays.

Qualifications

• 10+ years in Customer Success, account management, or a related customer-facing role, with demonstrated success managing complex enterprise relationships
• Strong executive presence and credibility at the C-suite level
• Proven ability to lead cross-functional initiatives without direct authority
• Deep experience developing and executing long-term account strategy, with advanced problem-solving skills in ambiguous environments
• Excellent written and verbal communication, including at the executive level
• Strong analytical, organizational, and planning skills
• Solid understanding of recurring revenue models, customer growth strategy, and service level/contract alignment
• Experience in a service delivery or managed services environment, with a strong grasp of IT infrastructure and security concepts
• Practical InfoSec experience and real-world application of cybersecurity principles for customers

Responsibilities

• Own and manage a portfolio of the organization's most strategic and complex accounts, driving long-term strategy focused on value realization, retention, and expansion
• Build and maintain executive-level relationships with customer stakeholders, serving as a senior voice of the customer for leadership
• Align cross-functionally across Sales, Service Delivery, Product, Support, and Executive teams to remove blockers and drive outcomes
• Act as the escalation authority for the most complex customer situations, spanning technical, commercial, and operational domains
• Translate lessons learned from complex engagements into improved Customer Success plays, programs, and best practices
• Provide strategic guidance for critical account planning, at-risk accounts, and renewal/expansion strategy
• Partner with the Principal TAM as a peer advisor, and with Sales and Engineering on long-term growth planning
• Deliver executive business reviews and value-based reporting; track key metrics and KPIs across adoption, expansion, and account health

Skills

Executive presence

Cross-functional collaboration

Strategic account management

Advanced problem solving

Executive communication

Job description

The Principal Customer Success Manager (CSM) is the expert individual contributor within the Customer Success organization, accountable for the success of our most strategic and complex customer relationships. This role drives long-term customer value, retention, and growth through deep alignment with executive stakeholders and cross-functional teams. Beyond owning a portfolio of high-value accounts, the Principal CSM solves the most complex customer scenarios, removes systemic blockers, and turns customer experience into improvements for Customer Success programs and plays. Success is measured by the ability to protect and grow the organization's most important customer relationships, drive resolution of complex challenges, and build repeatable approaches that improve outcomes across Customer Success.

Key Responsibilities

• Own and manage a portfolio of the organization's most strategic and complex accounts, driving long-term strategy focused on value realization, retention, and expansion
• Build and maintain executive-level relationships with customer stakeholders, serving as a senior voice of the customer for leadership
• Align cross-functionally across Sales, Service Delivery, Product, Support, and Executive teams to remove blockers and drive outcomes
• Act as the escalation authority for the most complex customer situations, spanning technical, commercial, and operational domains
• Translate lessons learned from complex engagements into improved Customer Success plays, programs, and best practices
• Provide strategic guidance for critical account planning, at-risk accounts, and renewal/expansion strategy
• Partner with the Principal TAM as a peer advisor, and with Sales and Engineering on long-term growth planning
• Deliver executive business reviews and value-based reporting; track key metrics and KPIs across adoption, expansion, and account health

Qualifications & Requirements

• 10+ years in Customer Success, account management, or a related customer-facing role, with demonstrated success managing complex enterprise relationships
• Strong executive presence and credibility at the C-suite level
• Proven ability to lead cross-functional initiatives without direct authority
• Deep experience developing and executing long-term account strategy, with advanced problem-solving skills in ambiguous environments
• Excellent written and verbal communication, including at the executive level
• Strong analytical, organizational, and planning skills
• Solid understanding of recurring revenue models, customer growth strategy, and service level/contract alignment
• Experience in a service delivery or managed services environment, with a strong grasp of IT infrastructure and security concepts
• Practical InfoSec experience and real-world application of cybersecurity principles for customers