Principal Customer Strategist
Skills
- Proven enterprise customer success or strategic account management experience
- Ability to design and execute long-term success programs for complex organizations
- Strong cross-functional leadership and stakeholder influencing skills
- Operational excellence with experience scaling processes and measuring impact
- Data-driven decision making with experience using adoption and retention metrics
Responsibilities
- Build and own strategic roadmaps and success plans for high-value enterprise customers, aligning technical guidance to business outcomes.
- Partner with CSMs and Account Directors to deliver QBRs, adoption plans, architecture reviews, and onboarding support.
- Drive retention and expansion strategies to maintain and improve NRR and GRR targets.
- Define vision, KPIs, and best practices for enterprise account strategy and operationalize scalable frameworks.
- Provide executive-level reporting and monthly updates on customer health, risks, and technical initiatives.
- Analyze customer and product data to identify trends, inform investments, and recommend new solutions.
- Mentor team members, host 1:1s, and remove blockers to improve performance and delivery.
- Create and maintain knowledge libraries, architecture playbooks, and customer success assets.
- Collaborate with Product and GTM teams on roadmap validation, adoption blockers, feature feedback, and launches.
Education
- Bachelor's degree or equivalent experience in business, marketing, technology, or related field
- Advanced degree or relevant certifications are a plus but not required
Benefits
- Competitive salary and equity in the company
- Comprehensive benefits package (healthcare offerings)
- Paid vacation and Life leave days
- Flexible remote-first work environment
- Career growth, learning and development opportunities
- Team off-sites, lunches, and inclusive culture
- Supportive accommodations for interview process and employment
Average salary estimate
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