Principal Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🌲 Oregon – Remote

🌲 Oregon – Remote

💵 $90k - $130k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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ClearlyRated

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

💼 Consulting

📣 Marketing

📦 Logistics

💰 $751k Series A on 2018-07

Consulting • Marketing • Logistics

ClearlyRated is an experience management platform designed for B2B service firms. It provides tools and insights to measure customer and employee satisfaction through surveys and Net Promoter Score (NPS) calculations, allowing businesses to enhance their reputation and grow by leveraging client and employee feedback. The platform offers features such as third-party validated ratings, reviews, and benchmarking, along with real-time analytics. ClearlyRated is widely used by industries such as accounting, HR services, insurance, IT services, and legal services to improve customer experience and engagement, reduce churn risks, and increase operational efficiency.

📋 Description

• Own a portfolio of strategic enterprise customers and be accountable for retention, satisfaction, and expansion. • Build and maintain executive-level relationships as a trusted business advisor. • Lead QBRs, executive reviews, and value discussions using business metrics, insights, and product roadmap updates. • Drive platform adoption and customer success by aligning customer goals with product capabilities. • Identify whitespace opportunities and drive expansion and upsell opportunities. • Contribute to thought leadership content, best practices, and customer-facing resources. • Act as the voice of the customer internally, influencing product, marketing, and support teams. • Mentor junior CSMs and help elevate team performance. • Analyze customer usage data and trends to proactively address risk and identify opportunities. • Manage all assigned client relationships. • Meet retention targets for assigned client business year over year. • Represent ClearlyRated at customer visits and trade show events, with occasional travel across the United States and Canada.

🎯 Requirements

• 7+ years in Customer Success, Account Management, or Strategic Consulting, ideally in B2B SaaS. • Strong consultative selling skills and executive presence. • Track record of managing large, complex accounts and delivering measurable business outcomes. • Proven ability to influence senior stakeholders and internal cross-functional teams. • Comfortable leading strategic conversations with C-suite stakeholders. • Deep understanding of SaaS metrics (NRR, GRR, adoption, churn, NPS, etc.). • Experience with 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 helping customers and teams thrive. • Background in professional services, CX/EX, or vertical SaaS. • Experience mentoring or coaching others. • Familiarity with product-led growth (PLG) environments. • Excellent written and oral communication skills. • Creative, resourceful, and flexible approach to problem solving. • Team player. • Sense of humor.

🏖️ Benefits

• Any employee can spend up to $100 without management approval to “make a client’s day”. • Fanatical client service culture. • Diversity, inclusion, and equity commitment. • Fully remote work arrangement. • Occasional travel across the United States and Canada for customer visits and trade shows.