Principal Customer Success Manager

Our Global Customer Success business is looking for a highly driven and motivated Principal Customer Success Manager who is passionate about building strong customer relationships and providing a best-in-class customer experience. You will be a trusted advisor and advocate for your customer base, working collaboratively across the business to improve the overall health of the customer, contributing to increased customer retention and satisfaction.

Key Responsibilities:

• Strategic Customer Partnership: Serve as the primary point of contact for key customers, developing deep relationships and understanding their business goals, challenges, and success metrics.
• Customer Health & Retention: Proactively monitor customer health using systems such as Gainsight, leveraging data and reporting to identify risks and opportunities, and drive retention strategies.
• Cross-Functional Collaboration: Work closely with Sales, Support, Product, and Professional Services to champion the voice of the customer and advocate for their needs, driving meaningful change across the organization.
• Thought Leadership: Lead and participate in global, cross-functional projects that advance the Customer Success function and contribute to our company’s evolution.
• Mentorship & Role Modelling: Set the standard for Customer Success excellence by mentoring and coaching less tenured team members, fostering a culture of continuous learning and growth.
• Customer Advocacy: Represent the customer internally, ensuring their feedback is heard and acted upon to enhance our products and services

What you'll bring:

• Proven Experience: demonstrable success in a senior or principal-level Customer Success role, managing strategic customer relationships and driving retention and growth.
• Analytical Mindset: Skilled in using customer success platforms (e.g., Gainsight) and reporting tools to assess customer health and inform decision-making.
• Collaborative Leader: Adept at working cross-functionally and influencing without authority to drive customer-centric change.
• Project Leadership: Experience leading complex, global initiatives that impact the broader Customer Success organization.
• Inspirational Mentor: Passionate about developing others and role modelling best-in-class Customer Success behaviours.
• Excellent Communicator: Strong verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.

DEI Statement

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.

About Us

We save companies the embarrassment of awkward data slip ups by disrupting cybercriminal activity. We think fast, go big and always demand more. We work hard, deliver – and repeat. We grow with meaningful determination. And put success well within our reach. We empower each other, live by our values, and always deliver on our purpose. We push each other to be better and expect to be pushed back. This is a community of respect. Where everyone is counted.

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