Principal Customer Success Manager

28 minutes ago
Full-time
Lead
Customer and Technical Support

Switch

Switch is a technology infrastructure ecosystem company focused on the design, construction, and operation of advanced data centers. It provides AI, cloud, and enterprise data center infrastructure, including colocation, edge data centers, telecom, and network services.

Data centers
Founded 2000

Description

  • Serve as the primary CSM for early merchants on a new product line and manage key customer relationships.
  • Drive product adoption and help customers navigate ambiguity during implementation and expansion.
  • Define the end-to-end customer journey for the offering and turn it into repeatable, documented motions.
  • Build playbooks, training materials, and internal documentation to enable the broader CS team.
  • Partner with the enablement team to develop resources that support team-wide upskilling.
  • Act as the bridge between customers and Product by surfacing adoption friction, product gaps, and retention impacts.
  • Own internal reporting for your book of business and use data to guide customer optimization and expansion.
  • Influence strategy beyond individual accounts by scaling learnings into team-wide frameworks.

Requirements

  • 7+ years of experience as a customer-facing CSM.
  • Experience building playbooks, training materials, onboarding programs, or similar assets.
  • Strong point of view on customer strategy for ecommerce brands.
  • Multi-channel marketing experience, including SMS, email, or related channels, is required.
  • Experience working in or alongside alpha/beta programs and helping them scale.
  • Strong written and verbal communication skills across multiple levels and teams.
  • Project management mindset with the ability to manage complex workstreams while staying customer-facing.
  • Comfort working in ambiguous, build-as-you-go environments.
  • Based in the US or Canada.
  • Experience with data-driven reporting and customer insights is preferred.

Benefits

  • Base salary of USD $117,000-$141,000 plus variable compensation and significant equity.
  • High-growth startup environment with room for career growth and company impact.
  • Fully remote work from home or anywhere.
  • Competitive compensation with equity opportunity.
  • Flexible paid time off.
  • Health, dental, and vision insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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