Principal Customer Success Manager

Key Responsibilities

1. Strategic Customer Ownership & Value Realization

• Own a portfolio of high ARR, multi-region enterprise accounts, acting as the single threaded owner for business outcomes and executive relationships.
• Define and manage joint success plans with clear KPIs: partner-sourced pipeline, co-sell-influenced revenue, cycle time reduction, acceptance rates, adoption KPIs, and AI-enabled productivity gains.
• Lead Monthly / Quarterly Business Reviews (MBRs/QBRs) with senior stakeholders, using AI to prepare insights and turning those into clear, outcome-focused narratives and next-step commitments.
• Translate product and AI capabilities into commercial outcomes (e.g., “increase accepted referrals from AWS by X%,” “reduce manual reconciliation time by Y% using AI-driven reporting”).

2. Adoption, Expansion & Revenue Impact

• Drive deep adoption across core WorkSpan modules (plans, opportunities/referrals, marketplace programs, reporting, integrations) and AI-powered features (e.g., intelligent health signals, automated summaries, recommended actions).
• Identify and execute on expansion opportunities (new business units, regions, partners, additional modules, professional services) in close partnership with Sales/Account Management, supported by AI-generated insights on usage and whitespace.
• Monitor usage, health scores, and leading indicators—leveraging AI to detect early risk patterns and surface expansion triggers—then proactively intervene before risk escalates.
• Champion co-sell and AI best practices within customer organizations, including workflows across AWS ACE, Microsoft Partner Center, Google Cloud Partner Advantage, and their CRM/BI stack.

3. Executive Engagement, Storytelling & Thought Leadership

• Act as a trusted advisor to senior leaders in Alliances, Channels, Partner Sales, and Revenue Operations on both co-sell strategy and AI-powered operating models.
• Facilitate strategic discussions on ecosystem strategy, co-sell operating models, KPIs, AI-driven automation, and change management.
• Build a strong executive sponsor network across your accounts; orchestrate multi-threaded relationships to reduce single-thread risk.
• Represent the “voice of the customer” in product roadmap and AI strategy discussions; help prioritize capabilities and AI use cases that unlock measurable value.

4. Complex Problem Solving, Automation & Escalation Management

• Own major escalations and complex issues, coordinating with Support, Product, Engineering, and Integrations to drive timely resolution and maintain customer trust.
• Understand and explain technical architectures at a high level (CRM integrations, ACE APIs, data flows, SSO, user provisioning, AI-powered analytics).
• Use AI tools to triage, summarize, and communicate complex issue histories and action plans to stakeholders.
• Anticipate and mitigate risk from org changes, tool stack shifts, or program realignments at the customer, using AI signals and scenario analysis to guide recommendations.

5. Internal Leadership, Enablement & AI-First Ways of Working

• Serve as a role model and mentor for other CSMs; help refine playbooks, discovery frameworks, and review templates with built-in AI workflows (e.g., standard prompts, analysis templates, meeting packs).
• Partner closely with Sales, Solutions, Product, Marketing, and Support to build cohesive account strategies and referenceable customer stories that highlight both co-sell and AI impact.
• Contribute to internal initiatives (training, content, tooling) that improve CS productivity and scale using AI, including defining “what good looks like” for AI usage in CSM workflows.

Help define and continuously improve customer health scores, adoption metrics, and leading indicators, including AI-derived signals and composite health models for strategic accounts.

Ideal Profile

We’re looking for a senior, consultative, and commercially minded CSM who is also an AI-native operator:

• A track record of owning large, complex enterprise accounts and delivering measurable business outcomes.
• Strong co-sell or ecosystem experience with AWS, Microsoft, and/or Google Cloud.
• The ability to operate at “principal” level: strategic, influential, deeply accountable for results, and comfortable challenging the status quo with data and AI-driven insight.

You’re likely someone who:

• Has been the “go-to” CSM for the company’s most complex or highest-value customers.
• Is as comfortable in an executive steering committee as in a hands-on workflow or data review with operations teams.
• Naturally uses data, AI-generated insights, and storytelling to influence decisions.
• Embraces an AI-first way of working and looks for leverage in everything you do—automating the repetitive, standardizing the repeatable, and focusing your time on high-judgment work.

Required Qualifications

Experience

• 8+ years in Customer Success, Account Management, or Consulting roles in B2B SaaS, with at least 3+ years owning strategic/enterprise accounts.
• Demonstrated success driving adoption and expansion in complex, multi-stakeholder environments.
• Experience working with partner ecosystems, channel programs, or co-sell motions, ideally with AWS, Microsoft, and/or Google Cloud.
• Proven track record of meeting or exceeding targets for retention (GRR), expansion (NDR), and customer satisfaction (NPS / CSAT).

Skills & Competencies

Business & Commercial Acumen

• Strong understanding of SaaS revenue metrics (ARR, NDR, GRR, churn, expansion), sales pipelines, and partner economics.
• Ability to build and defend ROI and business cases with executives, including cases for automation and AI investment.

Technical, AI & Analytical

• Comfortable discussing integrations, APIs, data mappings, and CRM architectures (Salesforce highly preferred).
• Ability to analyze usage and business data, identify trends/risks, and convert insights into concrete actions—ideally with experience using AI or BI tools to accelerate this analysis.
• Familiarity with hyperscaler partner portals (AWS ACE, Microsoft Partner Center, Google Cloud Partner Advantage) is a strong plus.
• Hands-on experience using AI tools (e.g., Glean, ChatGPT, Claude, Copilot) for tasks like data exploration, meeting preparation, customer follow-ups, playbook creation, and internal documentation.

Executive Presence & Communication

• Exceptional written and verbal communication in English.
• Proven ability to command the room in executive settings, simplifying complexity and driving decisions.
• Skilled at structuring clear, outcome-oriented narratives in QBRs/MBRs and steering committees, using AI-generated summaries and visuals where appropriate.

AI-First Working Style

• Actively uses AI tools (e.g., Glean, ChatGPT/Claude/Copilot) for research, analysis, content creation, meeting preparation, playbook refinement, and follow-ups.
• Comfort creating and iterating on prompt libraries, templates, and standard operating patterns that others can reuse.
• Sees AI as a force multiplier and continuously experiments with new ways to increase impact and efficiency—for both WorkSpan and your customers.

Preferred Qualifications

• Experience at a high-growth SaaS company working with global enterprise customers.
• Direct background in co-sell operations, partner programs, or ecosystem management.
• Prior roles in management consulting, strategy, or solutions consulting.
• Experience building CS or co-sell playbooks, frameworks, or internal tooling, ideally with embedded AI workflows.
• Exposure to or curiosity about ML/AI concepts (e.g., predictive health scoring, recommendation systems, large language models) and how they apply to Customer Success and co-sell.