Principal Customer Success Manager – Technical

🕒 May 19

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Agiloft

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1991

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 $45M Private Equity Round on 2020-08

Enterprise • SaaS • Artificial Intelligence

Agiloft is a leading provider of enterprise contract lifecycle management (CLM) solutions designed to streamline and enhance the contracting process. Their Data-first Agreement Platform is a force multiplier that helps organizations reach agreements quickly and collaboratively, leveraging data to operate smarter and more transparently. Agiloft's offerings include integration hubs and an AI platform tailored for business services, healthcare, legal professionals, and procurement. With a high customer retention rate and recognition as a leader in the Gartner Magic Quadrant for CLM, Agiloft is known for its user-friendly no-code interface and robust service and support. The company emphasizes direct relationships and trust, promising to help clients 'Agree and Thrive.

📋 Description

• Build and maintain strong relationships with key customer contacts, implementation teams, partner implementers, and internal stakeholders to ensure continuity and progress on large-scale service engagements. • Partner closely with customers to drive engagement, retention, and expansion. Conduct regular Business Reviews with key accounts to assess progress, understand evolving needs, and align on growth strategies. • Proactively monitor customer usage trends to identify potential risks, uncover new opportunities for growth, and recommend strategies for increased adoption. • Act as a trusted advisor to customers, adopting a customer-first mindset to understand their business needs and advocate for their success. • Provide expertise to assess client needs and identify valuable solutions that our product can deliver. • Set clear, transparent goals to meet client requirements, working closely with internal teams to ensure goal alignment and successful delivery. • Maintain consistent and transparent communication with customers and internal stakeholders, representing the customer’s voice across teams. • Be passionate about data and insights, using data to drive meaningful change and demonstrate measurable impact. • Conduct L1 product demos, review new features and functionalities, and advise customers on technical setups and configurations to enhance their product experience. • Guide feature adoption, facilitate onboarding, and manage change effectively, providing proactive support for key functionalities. • Partner with AEs to identify and qualify upsell opportunities, generating internal referrals and contributing to pipeline growth.

🎯 Requirements

• 5+ years in customer success, account management, or related fields, with experience in technical solutions and complex service engagements. • Proven experience in identifying upsell opportunities and driving growth within customer accounts. • Strong technical acumen with the ability to deliver product demos and consult on technical configurations. • Excellent interpersonal and communication skills, with a strong focus on customer-centric engagement and cross-functional collaboration. • Demonstrated ability to manage multiple accounts and objectives in a fast-paced environment.

🏖️ Benefits

• Medical, dental, and vision insurance • Short term and long-term disability • Life insurance and AD&D • Supplemental life insurance (Employee/Spouse/Child) • Health care and dependent care Flexible Spending Accounts • 401(k) with company match • Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non- overtime eligible) position. • Paid parental leave • Voluntary benefits including pet insurance