Principal Customer Success Manager - Remote

About this role

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Principal Customer Success Manager role is responsible for driving adoption and success of CLSS offerings among ESD/SMB customers. This role shapes key partnerships, identifies solution gaps, and influences portfolio growth across the software customer base. The position requires cross-functional collaboration and thought leadership to deliver meaningful insights and drive operational excellence.


Reporting Relationships
: Reports to Director of Fire Software Sales , dotted line to Director of Offering


Key Responsibilities

• Develop and execute medium- to long-term customer success relationships
• Drive adoption of CLSS offerings with ESD/SMB customers.
• Build and nurture strategic partnerships with key companies.
• Work with offering leaders in developing impactful products as well as resolving defects
• Identify and implement strategies for increasing share of demand (GTM, pricing, tech support, customer service).
• Challenge commercial and offering teams on portfolio direction and business models.
• Influence go-to-market decisions and discover new funding models for growth.
• Contribute to strategic planning (STRAP, AOP) with portfolio and commercial leaders.

YOU MUST HAVE

• Bachelor's degree or successful career progression in operations over minimum of 10 years
• Deep understanding of ESD operations (installation, compliance, scheduling) and facility owner responsibilities.
• Experience building customer success strategies and dr...