Principal Customer Success Manager

1 month, 3 weeks ago
Full-time
Lead
Customer and Technical Support
Seeq

Seeq

Seeq accelerates industrial process analytics with advanced tools for oil refineries, pharmaceuticals, and energy production, converting data into actionable intelligence.

Chemicals
51-250
Founded 2013
$115M raised

Description

  • Own a portfolio of Seeq’s largest and most complex strategic customers, including multi-site, multi-geo, and multi-business-unit accounts.
  • Develop and execute strategic success plans tied to enterprise initiatives such as digital transformation, operational excellence, and sustainability.
  • Lead quarterly and executive business reviews to communicate outcomes, surface risks and opportunities, and reset priorities.
  • Serve as the primary executive-facing point of contact and trusted advisor for strategic accounts.
  • Drive broad and deep product adoption through onboarding, enablement, communities of practice, user forums, and champion networks.
  • Identify, prioritize, quantify, and track high-impact use cases and customer value realization.
  • Own renewal strategy and expansion planning, including upsell, cross-sell, and land-and-expand opportunities.
  • Collaborate with Sales, Services, and Partners on account planning, whitespace analysis, and multi-year expansion roadmaps.
  • Act as escalation lead for high-risk customer situations and coordinate executive response plans.
  • Translate customer feedback into prioritized product and engineering requirements and contribute to roadmap discussions and advisory efforts.
  • Mentor other CSMs and help improve Customer Success processes, playbooks, and tooling.

Requirements

  • 8+ years in customer-facing roles in B2B SaaS or industrial intelligence platforms serving multinational or manufacturing organizations.
  • Prior Senior or Strategic CSM experience strongly preferred.
  • Deep experience in process manufacturing industries such as O&G, Chemicals, Pharma, Power, and MMM.
  • Experience working in industrial/manufacturing environments with time-series or advanced analytics platforms.
  • Proven ownership of a multi-million-dollar enterprise SaaS book of business with strong renewal and expansion results.
  • Significant experience presenting to and influencing Senior Director, VP, and C-level executives.
  • Strong ability to interpret customer health signals, usage patterns, and business metrics to guide strategy.
  • Experience turning corporate objectives into account plans and success plans with stakeholder alignment.
  • Demonstrated success collaborating across Sales, Services, Product, Training, and Support on joint account plans.
  • Excellent facilitation, communication, and storytelling skills for both technical and non-technical audiences.
  • Comfort operating autonomously in ambiguous, fast-changing environments.
  • Willingness to travel as needed.
  • Bi-lingual or multi-lingual experience strongly preferred, especially English, French, or Spanish.

Benefits

  • Remote-first work environment.
  • Competitive salary plus bonus incentives.
  • $172,000 USD base salary plus variable compensation.
  • Approximately £127,000 or €146,000 depending on location.
  • 12-week paid family leave.
  • Unlimited PTO.
  • Internet and mobile phone reimbursements.
  • Medical benefits.
  • Group term life insurance.
  • Short-term and long-term disability insurance with pre-tax benefits.
  • Voluntary vision and dental coverage, including orthodontia.
  • Vacation bonus program.
  • Employee Assistance Program.
  • Generous home office allowance.
  • Pet-friendly workspace.

Interested in this position?

Apply directly on the company website

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