The Principal CSM is the most senior individual contributor in the Customer Success team and serves as the 2IC to the Head of Customer Success. This role combines a high-value enterprise account portfolio with functional leadership responsibilities - directing the cross-functional Cebu-based CSM team, acting as escalation point for the broader team, and contributing directly to CS strategy and operations. This is not a role for someone who wants to manage accounts and clock off. It is for someone who can hold enterprise relationships with confidence, think commercially, coach others, and step into the Head of CS seat when required.

Key Responsibilities

Own a portfolio of high-value enterprise accounts as the primary strategic relationship holder.
Build and maintain senior stakeholder relationships including C-suite and procurement leads
Lead Executive Business Reviews (EBRs) and strategic planning sessions with customers
Develop and execute account success plans aligned to each customer's business objectives and MyPass platform outcomes
Identify and mitigate retention risks proactively - do not wait for red flags to escalate
Own renewal processes for assigned accounts, driving timely renewals and minimising churn
Identify expansion opportunities and collaborate with Account Executives on commercial strategy
Serve as the escalation point for complex account situations across the CS team
Provide functional direction to the Cebu-based CSM team on enterprise account work, quality standards, and prioritisation
Mentor and develop the Cebu Senior CSM toward Enterprise Account Management capability
Run team stand-ups and operational meetings as required
Contribute to CS strategy, segmentation reviews, tooling decisions, and process improvements
Own NRR and renewal targets for the enterprise portfolio
Identify and pursue upsell, cross-sell, and expansion opportunities within existing accounts
Develop compelling business cases and ROI frameworks to support customer retention and growth conversations
Partner with Account Executives to align on account strategy and revenue goals
Represent CS performance and enterprise account health in internal leadership reporting
Drive platform adoption across enterprise accounts, working closely with implementation and CS Ops
Deliver strategic guidance, workshops, and EBRs that demonstrate measurable customer value
Monitor platform usage data and health scores to proactively address adoption challenges
Translate data and usage insights into actionable recommendations for customers
Cultivate customer advocates and leverage relationships for referrals, case studies, and testimonials
Act as the voice of the enterprise customer internally - feed insights to Product, Engineering, and CS Ops
Foster community and knowledge-sharing connections between customer accounts where appropriate

Key Requirements

5+ years in enterprise customer success, strategic account management, or consulting in a SaaS or technology environment
Demonstrated ability to manage a portfolio of high-value enterprise accounts with C-suite stakeholder engagement
Proven experience in complex multi-year contract renewals and commercial negotiations
Experience providing informal leadership, mentoring, or functional direction to team members
Background in regulated industries (mining, construction, energy, infrastructure) is an advantage

Skills And Capabilities

Strong commercial acumen - able to speak to ROI, NRR, and business value in customer conversations
Confident executive presence - comfortable presenting to and challenging C-suite stakeholders
Analytical and data-driven - uses platform usage data and health scores to drive decisions.
Collaborative by default - works effectively across CS, Sales, Product, and Engineering
Excellent communication skills - clear and direct with both technical and non-technical audiences
Proficient in CRM tools (HubSpot preferred), customer success platforms, and data analysis tools
High ownership mindset - does not wait to be asked; identifies and acts on issues independently

Working style

Comfortable operating across AEST and Philippines time zones for team collaboration
Willing to travel to customer sites for EBRs and relationship development

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Senior / Principal Customer Success Manager