Principal Customer Success Manager
We're seeking a Principal Customer Success Manager to join our team and lead strategic customer relationships across our most valuable accounts. In this role, you'll act as a trusted advisor to executive stakeholders, deliver measurable business outcomes, and drive long-term customer success, retention, and expansion.
This is a senior individual contributor position for someone who is both strategic and hands-on, with deep experience in consultative customer engagement, cross-functional influence, and delivering value in a fast-paced SaaS environment.
If you thrive on ownership, collaboration, and delivering world-class service, read on!
Key Responsibilities
* Manage a portfolio of strategic enterprise customers, ensuring retention, satisfaction, and expansion.
* Build and maintain executive-level relationships, becoming a trusted business advisor.
* Lead QBRs, executive reviews, and value discussions using business metrics, insights, and product updates.
* Drive platform adoption by aligning customer goals with product capabilities.
* Identify whitespace opportunities and collaborate with sales to drive expansion and upsell opportunities.
* Contribute to thought leadership, best practices, and customer-facing resources.
* Serve as the voice of the customer, influencing product, marketing, and support teams.
* Mentor junior CSMs, helping elevate overall team performance.
* Analyze customer usage data and trends to proactively address risk and identify growth opportunities.
* Manage all assigned client relationships and meet retention targets year over year.
* Represent ClearlyRated at tradeshow events, which may require occasional travel across the U.S. and Canada.
* Compose and send routine email correspondence.
Skills, Knowledge, and Expertise
* 7+ years in Customer Success, Account Management, or Strategic Consulting, ideally in B2B SaaS.
* Strong consultative selling skills and executive presence.
* Proven track record of managing large, complex accounts and delivering measurable business outcomes.
* Ability to influence senior stakeholders and cross-functional teams.
* Comfortable leading strategic conversations with C-suite stakeholders.
* Deep understanding of SaaS metrics (NRR, GRR, adoption, churn, NPS, etc.).
* Experience with tools like Salesforce, HubSpot, Gainsight, Catalyst, or ChurnZero.
* Excellent communication and presentation skills.
* High EQ, strong judgment, and a proactive, resourceful approach.
* Growth mindset with a passion for customer success.
* Background in professional services, CX/EX, or vertical SaaS.
* Experience mentoring or coaching others.
* Familiarity with product-led growth (PLG) environments.
* Creative, resourceful, and flexible approach to problem-solving.
* Team player with a sense of humor.
ClearlyRated Culture
We believe in providing our clients fanatical service and expect the same level of dedication from our team. Client service is at the core of our success, and we go the extra mile to make an impact.
Diversity, Inclusion & Equity at ClearlyRated
At ClearlyRated, we recognize that a diverse team brings better perspectives and stronger solutions. We are committed to creating an environment where employees and customers feel empowered to bring their whole selves to the table.
Studies have shown that women and people of color are less likely to apply for jobs unless they meet every single qualification. If you're excited about this role but don't meet every requirement, we encourage you to apply anyway—you may be the perfect candidate for this or another role.
About ClearlyRated
ClearlyRated is the leading CX platform designed specifically for B2B service firms. We offer a sophisticated alternative to manual processes and basic survey tools, paired with world-class customer care and support. Our platform provides:
* Data-driven insights to equip service teams with real-time understanding of client and employee satisfaction.
* Proactive issue resolution, preventing service disruptions and boosting client satisfaction.
* CRM & ATS integrations for seamless automation of feedback collection and analysis.
* Industry-specific CX benchmarking and reputation tools to differentiate firms and strengthen client trust.
At ClearlyRated, we don't just measure experiences—we help businesses elevate them. Join us in making a lasting impact!
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