Principal Customer Success Manager

Deltek; United States; Hybrid; USD 120,000 - 180,000; Full time

Job summary

Deltek is seeking a Principal Customer Success Manager to manage a portfolio of 50-100 SaaS customers across Costpoint and GovWin IQ. You will be the primary contact through onboarding to renewal, building trusted advisor relationships and driving renewals, expansions, and customer advocacy.

In this hybrid role, you will engage proactively to demonstrate ongoing product value, conduct ROI reviews, and partner with specialists to influence renewals while identifying upsell opportunities within

Qualifications

• 7–10 years of relevant Customer Success Management experience in enterprise software, SaaS, or government contracting.

Responsibilities

• Serve as the single point of contact for a portfolio of SaaS customers, managing the full customer lifecycle from onboarding through renewal.
• Develop trusted advisor relationships with customers, closely aligning with their business goals and strategies.
• Conduct value-based business reviews with customers to demonstrate ROI, communicate best practices, and monitor customer health.
• Partner with Renewal and Growth specialist to influence renewal outcomes and support a seamless renewal process.
• Uncover expansion and add-on opportunities within your account portfolio to drive incremental growth.
• Raise awareness of product upgrades and Deltek news while handling day-to-day customer inquiries.
• Proactively identify risks to retention and implement strategies to mitigate churn.
• Attend in-person events and customer meetings to deepen relationships and drive engagement.
• Track and report on key customer health metrics using CRM tools to inform engagement priorities.

Skills

Customer success

Account management

Relationship building

Tools

Salesforce

Gainsight

Job description

As a Principal Customer Success Manager at Deltek, you will manage a portfolio of 50-100 SaaS customers, serving as their primary point of contact throughout the customer lifecycle. This is a hybrid role supporting customers across two of Deltek's flagship government contracting solutions - Costpoint, our intelligent ERP for government contracting, aerospace, and defense, and GovWin IQ, our market intelligence platform for finding and winning government contracts. By engaging proactively and consistently, you'll drive customer loyalty, demonstrate ongoing product value, and directly contribute to renewals, expansions, and customer advocacy. This role carries a quota for renewals and expansions with variable compensation eligibility, including President's Club.

Key Responsibilities

• Serve as the single point of contact for a portfolio of SaaS customers, managing the full customer lifecycle from onboarding through renewal
• Develop trusted advisor relationships with customers, closely aligning with their business goals and strategies
• Conduct value-based business reviews with customers to demonstrate ROI, communicate best practices, and monitor customer health
• Partner with the Renewal and Growth specialist to influence renewal outcomes and support a seamless renewal process
• Uncover expansion and add-on opportunities within your account portfolio to drive incremental growth
• Raise awareness of product upgrades and Deltek news while handling day-to-day customer inquiries
• Proactively identify risks to retention and implement strategies to mitigate churn
• Attend in-person events and customer meetings to deepen relationships and drive engagement
• Track and report on key customer health metrics using CRM tools to inform engagement priorities

Qualifications

• 7-10 years of relevant Customer Success Management experience, preferably supporting enterprise software, SaaS, or government contracting customers
• Experience with CRM platforms such as Salesforce or Gainsight
• Familiarity with Deltek Costpoint, GovWin IQ, or other government contracting software
• Background in government contracting, aerospace, or defense industries
• Demonstrated ability to influence renewal outcomes and identify expansion opportunities
• Experience with customer health scoring and data-driven account management