Principal, Client Success

ROLE DESCRIPTION & MISSION:

The Principal, Client Success  is a strategic leader responsible for driving client success and maximizing the utilization of the company’s solutions in the post-sales phase. This role focuses on ensuring that client(s) fully adopt and leverage the company's products and services to drive measurable business outcomes, contributing directly to top-line revenue growth. The Client Success Principal will collaborate closely with internal teams and client stakeholders to develop enablement strategies that enhance client satisfaction, retention, and expansion.

KEY OUTCOMES:

• Client Engagement & Enablement: Serve as the primary point of contact for high-value clients, focusing on driving solution adoption and maximizing the impact of services. Design tailored enablement programs to accelerate product utilization and align with clients' strategic objectives.
• Utilization Strategy: Develop and implement strategies to increase the usage and adoption of the company’s solutions across client organizations. Track usage metrics and provide insights on ways to deepen client engagement and deliver value.
• Revenue Growth: Identify opportunities to expand the scope of services within existing accounts, working in partnership with sales and account management teams to drive cross-sell and upsell opportunities. Focus on increasing solution utilization to support revenue targets.
• Cross-Functional Collaboration: Work closely with product, engineering, marketing, and sales teams to ensure that client feedback informs product development and improvements. Collaborate on training materials, documentation, and resources that drive successful solution adoption.
• Client Success Metrics: Monitor and report on key performance indicators (KPIs) such as net revenue, utilization, conversation and attachment rate. Use data-driven insights to improve client success strategies and drive continuous improvements in the customer experience.
• Issue Resolution: Proactively address any challenges or barriers to product adoption. Lead initiatives to troubleshoot issues and provide creative solutions that ensure clients realize the full value of the company’s offerings.  
• Thought Leadership: Act as a subject matter expert in the industry, guiding clients on best practices and emerging trends related to the company’s solutions. Represent the company at industry events and share knowledge to position the organization as a leader in the space.

SKILLS, EDUCATION & EXPERIENCE:

SKILLS:

• Leadership: Strong leadership skills to lead client-facing initiatives, collaborate across departments, and drive client success in a fast-paced environment.
• Cross-Functional Collaboration: Ability to work with multiple teams, including product, sales, marketing, and engineering, to align goals and strategies and deliver on client needs.
• Verbal Communication: Excellent interpersonal skills, with the ability to effectively communicate with senior stakeholders and build relationships with clients.
• Written Communication: Strong writing ability for creating clear, actionable communication, including reports, training materials, and client-facing documents.
• Client Engagement: Expertise in managing high-value clients, driving adoption, and creating strategies for long-term success.
• Revenue Growth: Ability to identify opportunities for account growth, working closely with the sales and account management teams to drive cross-sell and upsell initiatives.
• Analytical Thinking: Strong ability to assess data, analyze client behavior, and draw insights to inform strategy and improve client outcomes.
• Problem Solving: Proactive in identifying challenges and implementing creative solutions to ensure clients achieve their desired outcomes with the company’s solutions.
• Project Management: Strong project management skills, with the ability to oversee multiple client enablement initiatives, manage timelines, and ensure the successful delivery of services.

EDUCATION:  Bachelor’s degree in Business, Management, or a related field or equivalent work experience. Advanced degrees or experience in client success, project management or business strategy are preferred.

EXPERIENCE: 8+ years in a client success, account management, or consulting role, with a strong emphasis on post-sales enablement and solution adoption. Experience in solution consulting or enablement roles focused on increasing product adoption is preferred. Experience managing large-scale client implementations or transformation programs is a plus.