Principal Customer Success Manager We're seeking aPrincipal Customer Success Manager to join our team and leadstrategic customer relationships across our most valuable accounts. In this role, you'll act as a trusted advisor to executivestakeholders, deliver measurable business outcomes, and drivelong-term customer success, retention, and expansion. This is asenior individual contributor position for someone who is bothstrategic and hands-on, with deep experience in consultativecustomer engagement, cross-functional influence, and deliveringvalue in a fast-paced SaaS environment. If you thrive on ownership,collaboration, and delivering world-class service, read on! KeyResponsibilities - Manage a portfolio of strategic enterprisecustomers, ensuring retention, satisfaction, and expansion. - Buildand maintain executive-level relationships, becoming a trustedbusiness advisor. - Lead QBRs, executive reviews, and valuediscussions using business metrics, insights, and product updates. - Drive platform adoption by aligning customer goals with productcapabilities. - Identify whitespace opportunities and collaboratewith sales to drive expansion and upsell opportunities. -Contribute to thought leadership, best practices, andcustomer-facing resources. - Serve as the voice of the customer,influencing product, marketing, and support teams. - Mentor juniorCSMs, helping elevate overall team performance. - Analyze customerusage data and trends to proactively address risk and identifygrowth opportunities. - Manage all assigned client relationshipsand meet retention targets year over year. - Represent ClearlyRatedat tradeshow events, which may require occasional travel across theU.S. and Canada. - Compose and send routine email correspondence. Skills, Knowledge, and Expertise - 7+ years in Customer Success,Account Management, or Strategic Consulting, ideally in B2B SaaS. -Strong consultative selling skills and executive presence. - Proventrack record of managing large, complex accounts and deliveringmeasurable business outcomes. - Ability to influence seniorstakeholders and cross-functional teams. - Comfortable leadingstrategic conversations with C-suite stakeholders. - Deepunderstanding of SaaS metrics (NRR, GRR, adoption, churn, NPS,etc.). - Experience with tools like Salesforce, HubSpot, Gainsight,Catalyst, or ChurnZero. - Excellent communication and presentationskills. - High EQ, strong judgment, and a proactive, resourcefulapproach. - Growth mindset with a passion for customer success. -Background in professional services, CX/EX, or vertical SaaS. -Experience mentoring or coaching others. - Familiarity withproduct-led growth (PLG) environments. - Creative, resourceful, andflexible approach to problem-solving. - Team player with a sense ofhumor. ClearlyRated Culture We believe in providing our clientsfanatical service and expect the same level of dedication from ourteam. Client service is at the core of our success, and we go theextra mile to make an impact. Diversity, Inclusion & Equity atClearlyRated At ClearlyRated, we recognize that a diverse teambrings better perspectives and stronger solutions. We are committedto creating an environment where employees and customers feelempowered to bring their whole selves to the table. Studies haveshown that women and people of color are less likely to apply forjobs unless they meet every single qualification. If you're excitedabout this role but don't meet every requirement, we encourage youto apply anyway—you may be the perfect candidate for this oranother role. About ClearlyRated ClearlyRated is the leading CXplatform designed specifically for B2B service firms. We offer asophisticated alternative to manual processes and basic surveytools, paired with world-class customer care and support. Ourplatform provides: - Data-driven insights to equip service teamswith real-time understanding of client and employee satisfaction. -Proactive issue resolution, preventing service disruptions andboosting client satisfaction. - CRM & ATS integrations forseamless automation of feedback collection and analysis. -Industry-specific CX benchmarking and reputation tools todifferentiate firms and strengthen client trust. At ClearlyRated,we don't just measure experiences—we help businesses elevate them. Join us in making a lasting impact! #J-18808-Ljbffr Customer Service