Principal Customer Success Manager - Veza
Role Scope
- Own a portfolio of approximately 8-10strategic enterprise customers
- Operate within a high-touch engagement model where depth of partnership is prioritized over volume
- Engage regularly with CIO, CISO, and senior technology leadership
- Directly influence renewal outcomes, expansion opportunities, and executive satisfaction
- Support customers operating in complex, highly integrated environments
- Identify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigation
Core Responsibilities
Extreme Ownership of Customer Outcomes
- Serve as the accountable leader for the health, trajectory, and commercial posture of each assigned customer.
- Establish clear success criteria and align internal execution accordingly.
- Drive customers from deployment to durable operational reliance.
- Orchestrate the resources required to achieve customer outcomes.
- Treat each customer as a business, balancing advocacy with commercial responsibility.
Executive Engagement
- Build trusted advisor relationships with CIO, CISO, and senior stakeholders.
- Deliver Executive Business Reviews grounded in measurable business outcomes.
- Align platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience.
- Guide executive decision-making through insight and credible challenge when necessary.
Value Realization
- Build and govern multi-year Success Plans for every strategic account.
- Translate product capabilities into quantified business impact.
- Ensure customers achieve the outcomes that justified their investment.
- Develop referenceable advocates through demonstrated value.
Renewal Predictability
- Own renewal posture across the portfolio with no late-stage surprises.
- Inspect leading indicators including adoption depth, executive engagement, and realized value.
- Communicate risk early with a clear mitigation strategy and path to resolution.
Risk Management & Account Health Leadership
- Bring rigor and objectivity to evaluating account health.
- Proactively identify erosion signals and mobilize cross-functional teams before issues escalate.
- Develop and execute disciplined recovery strategies when required.
- Deliver difficult messages when necessary to protect long-term outcomes.
- Maintain high forecast accuracy for assigned accounts.
Cross-Functional Partnership
- Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers across the customer lifecycle.
- Align commercial strategy with the Account Executive to support retention and expansion.
- Partner with Solution Engineers on technical strategy, ensuring deployments support defined success criteria.
- Lead integrated account planning across Sales, Solutions, and Customer Success.
- Foster a one-team approach focused on long-term customer value rather than functional handoffs.
While execution is shared, accountability for customer outcomes remains clear.
Internal Execution & Governance
- Coordinate Sales, Professional Services, Support, Product, and partner teams
- Establish governance frameworks that drive accountability and transparency
- Remove obstacles and maintain execution momentum across large programs
- Operate effectively within highly matrixed customer organizations
Required Experience
- 12+ years managing complex enterprise customers within SaaS or platform organizations
- Demonstrated ownership of large, multi-threaded accounts with executive visibility
- Proven experience driving renewals, expansion, and long-term customer value
- Strong business and financial acumen with the ability to connect adoption to ROI
- Executive-level communication skills and presence
- Comfortable operating in ambiguous, high-stakes environments
- Track record of proactively identifying risk and driving resolution
Nice to Have: Identity/Security Domain
Experience supporting