Principal Customer Success Manager

Job not on LinkedIn

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $150k - $170k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fenix24

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

💼 Consulting

📦 Logistics

🔒 Cybersecurity

Consulting • Logistics • Cybersecurity

Fenix24 is the world’s leading breach recovery and cyber resilience company, specializing in rapid ransomware recovery, incident response, and guaranteed restoration of operations. It combines assessments, remediation, managed protection services, and asset & resiliency software with a battle-tested recovery team and one-hour response to help organizations across industries recover from and defend against advanced cyberattacks.

📋 Description

• Own and manage a portfolio of the organization's most strategic and complex accounts, driving long-term strategy focused on value realization, retention, and expansion • Build and maintain executive-level relationships with customer stakeholders, serving as a senior voice of the customer for leadership • Align cross-functionally across Sales, Service Delivery, Product, Support, and Executive teams to remove blockers and drive outcomes • Act as the escalation authority for the most complex customer situations, spanning technical, commercial, and operational domains • Translate lessons learned from complex engagements into improved Customer Success plays, programs, and best practices • Provide strategic guidance for critical account planning, at-risk accounts, and renewal/expansion strategy • Partner with the Principal TAM as a peer advisor, and with Sales and Engineering on long-term growth planning • Deliver executive business reviews and value-based reporting; track key metrics and KPIs across adoption, expansion, and account health

🎯 Requirements

• 10+ years in Customer Success, account management, or a related customer-facing role, with demonstrated success managing complex enterprise relationships • Strong executive presence and credibility at the C-suite level • Proven ability to lead cross-functional initiatives without direct authority • Deep experience developing and executing long-term account strategy, with advanced problem-solving skills in ambiguous environments • Excellent written and verbal communication, including at the executive level • Strong analytical, organizational, and planning skills • Solid understanding of recurring revenue models, customer growth strategy, and service level/contract alignment • Experience in a service delivery or managed services environment, with a strong grasp of IT infrastructure and security concepts • Practical InfoSec experience and real-world application of cybersecurity principles for customers