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SECURENTITY
Posted: 10/19/2026Principal Customer Success Manager
ClearlyRatedCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success and Account Management within B2B SaaS, focusing on retention, satisfaction, and expansion of strategic enterprise customers. Proficient in analyzing SaaS metrics and leading executive-level conversations to drive platform adoption and customer success.
Highest-signal resume keywords
Customer Success ManagementSaaS Metrics AnalysisExecutive Relationship BuildingConsultative Selling SkillsMentoring and Coaching
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SuccessAccount ManagementStrategic ConsultingSaaS MetricsData AnalysisRetention StrategiesUpsellingValue DiscussionsRisk ManagementProduct Adoption
Soft Skills
Excellent CommunicationHigh Emotional IntelligenceProactive Problem SolvingTeam CollaborationCreative Thinking
Tools & Technologies
SalesforceHubSpotGainsightCatalystChurnZero
Industry Keywords
B2B SaaSCustomer ExperienceProfessional ServicesProduct-Led GrowthC-Suite Engagement