Principal Customer Success Manager

About the role

In this position, you will serve as a key advisor to leaders in Sales, Marketing, and Operations at our enterprise clients. Your primary goal will be to enhance their experience with Backstory and help them achieve significant business results. You will oversee a portfolio valued at over $5 million, focusing on customer retention, growth, and advocacy.

Key facts

What you'll do

• Develop and implement strategic success plans that include clear business goals and return on investment metrics.
• Manage the entire customer journey, from onboarding through adoption, renewals, and growth.
• Recognize important adoption milestones and facilitate smooth integration into customer workflows.
• Utilize data-driven insights to align Backstory's offerings with client objectives.
• Collaborate with Sales, Services, Product, and Marketing teams to promote cross-functional adoption.
• Identify and nurture new champions within major accounts to broaden Backstory's impact.
• Work alongside Sales and Revenue Operations to drive renewals and strategize for customer growth.
• Collaborate closely with Sales, Product, and Engineering to ensure ongoing value delivery.
• Represent customer interests by providing product feedback and insights that influence the product roadmap.
• Support Backstory's marketing initiatives by creating case studies and references.

Requirements

• 7 to 10 years of experience in Customer Success, Account Management, or Consulting within a SaaS environment, agency, or consulting firm (e.g., Deloitte, Accenture, PwC).
• Proven experience managing enterprise customers with annual recurring revenue exceeding $5 million, characterized by high complexity and multiple stakeholders.
• Comprehensive understanding of workflows in Sales, Marketing, and Revenue Operations.
• Strong background in customer engagement, renewals, and growth strategy development.
• Familiarity with Salesforce, AI-driven sales tools, and data analytics is advantageous.
• Willingness to travel up to 15% for customer meetings, executive business reviews, and success milestones.
• Experience as a strategic advisor and analytical storyteller, capable of translating data into actionable business insights and facilitating executive discussions.
• Consultative mindset with a thorough understanding of sales, marketing, and revenue operations to align solutions with business objectives.
• Demonstrated ability to manage multiple complex accounts, prioritize tasks effectively, and deliver measurable results.
• Capacity to foresee challenges, proactively address risks, and adjust strategies as necessary.

Skills & tools

• Proficiency in Salesforce and other AI-driven sales tools.
• Strong analytical skills and experience with data analytics.

Practical notes

• Candidates may be eligible for commissions or bonus programs, equity, and various benefits. The salary range is subject to change based on several factors, including skills, experience, and location.