Principal Customer Success Manager

ClearlyRated Open · verified Oct 22, 2026

Remote Portland Full-time Senior Customer Success

At a glance

Senior Customer Success role at ClearlyRated. Remote, United States · full-time · no salary stated · we estimate $116,942–$160,000 across the United States.

Estimated pay

ClearlyRated has not published a salary for this role. The figure below is our estimate, not theirs.

$116,942 – $160,000

What the middle half of senior customer success roles in the United States paid, among postings that did state a salary.

Worked out from 269 postings that stated pay, median $138,300. Last updated Oct 22, 2026.

RoleCustomer Success

SenioritySenior

LocationPortland

WorkplaceRemote

EmploymentFull-time

PostedApr 3, 2025 · 1y ago

Role brief

growthroles summary, based on the employer's posting.

What you'll do

Guide a set of high-value enterprise customers, protecting renewals and satisfaction while pursuing account growth
Run business reviews with executives, grounding value conversations in metrics, customer insights and roadmap updates
Match platform features to customer priorities to increase adoption and deliver results
Study usage patterns to spot account risks early and uncover potential growth
Share customer perspectives with product, marketing and support, while coaching less-experienced CSMs

What you bring

At least seven years working in customer success, account management or strategic consulting, preferably in B2B SaaS
Evidence of managing sizable, complex accounts and producing measurable customer results
Skill in consultative selling, executive-level conversations and influencing senior customers and internal teams
A thorough understanding of SaaS measures, including NRR, GRR, adoption, churn and NPS

Who this fits

This senior role is an individual contributor position with strategic account ownership and hands-on customer work. You’ll also mentor junior CSMs. Occasional travel for customer meetings and trade shows across the United States and Canada may be required.

From the employer

We’re seeking a Principal Customer Success Manager to join our team and lead strategic customer relationships across our most valuable accounts. You’ll act as a trusted advisor to executive stakeholders, deliver measurable business outcomes, and help drive long-term customer success, retention, and expansion.

This is a senior individual contributor role for someone who is both strategic and hands-on, with deep experience in consultative customer engagement, cross-functional influence, and delivering value in a fast-paced SaaS environment.

If you love to own a process, work with others and deliver world-class service, please read on!

Own a portfolio of strategic enterprise customers and be accountable for retention, satisfaction, and expansion.
Build and maintain executive-level relationships to become a trusted business advisor.
Lead QBRs, executive reviews, and value discussions using business metrics, insights, and product roadmap updates.
Drive adoption and success of our platform 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 the team’s overall performance.
Analyze customer usage data and trends to proactively address risk and identify opportunities.
Responsible for managing all assigned client relationships.
Responsible for meeting retention targets on assigned client business year to year.
Represent ClearlyRated at customer visits and trade show events, which may require occasional travel across the United States and Canada.

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 tools like Salesforce, HubSpot, Gainsight, Catalyst, or ChurnZero
Excellent communication and presentation skills
High EQ, strong judgment, and a proactive, resourceful approach
A 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
Be a team player
Have a sense of humor