Job Title: Principal Customer Success Manager
Location: Bangalore, India
Department: Customer Success
Reports To: VP of Customer Success
About the Role
We are looking for a Principal Customer Success Manager to drive customer retention, expansion, and advocacy while ensuring a seamless customer experience. As our first principal CSM hire, you will play a pivotal role in shaping our customer success function and driving measurable impact on revenue growth, customer satisfaction, and operational efficiency.
Key Responsibilities
1. Retention & Churn Management (High Priority)
Maintain 90% Gross Revenue Retention (GRR) and 100% Net Revenue Retention (NRR).
Proactively identify risks and implement strategies to mitigate churn.
Ensure seamless renewals by fostering long-term customer relationships.
2. Expansion & Growth (Revenue Impact from CS)
Drive upsell and cross-sell revenue contribution, targeting 10% of total revenue growth.
Ensure 30% of accounts expand through strategic engagement.
Increase Average Revenue per Customer (ARPC) by 5% YoY through value-driven conversations.
3. Customer Engagement & Health (Risk Mitigation & Proactive CS)
Maintain 70%+ of customers in the “Good Health” category, leveraging product usage and certification timelines.
Conduct Quarterly Business Reviews (QBRs) for 90%+ of strategic accounts (>$10K ARR).
Define and improve customer health scoring metrics to drive proactive engagement.
4. Advocacy & Satisfaction (Building Brand Champions)
Achieve an NPS score of 40+ and 90%+ CSAT post key touchpoints (onboarding, renewals, support interactions).
Drive 10% of customers to provide testimonials, case studies, or references.
5. Operational Efficiency & Risk Management (Scaling CS Efforts)
Ensure 95%+ onboarding completion rate within 12 weeks.
Implement scalable processes to enhance efficiency and drive automation where possible.
What We’re Looking For
- 5+ years of experience in Customer Success, Account Management, or a related role, preferably in SaaS.
- Strong track record of driving customer retention, expansion, and advocacy.
- Excellent communication and relationship-building skills, with the ability to engage C-level executives.
- Data-driven mindset with the ability to analyze customer health metrics and proactively mitigate risks.
- Experience conducting QBRs, building customer success playbooks, and improving NRR/GRR.
- Ability to work cross-functionally with Sales, Product, and Support teams.
- Previous experience in Information Security is a plus.
Why Join Us?
- Be part of a high-impact, customer-first team that directly influences business growth.
- Work with leading-edge technology and a dynamic, collaborative environment.
- Shape the future of our Customer Success function as we scale.
- Competitive salary, benefits, and career growth opportunities.
If you're passionate about driving customer success and building lasting relationships, we’d love to hear from you!
Note: Due to a high volume of applications, only the shortlisted candidates will be contacted by the HR team. We appreciate your interest and effort.
