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.