Principal Customer Success Manager
Skills
- Minimum 10 years in customer success or senior engagement roles.
- Strong influence without authority capabilities.
- Excellent communication skills.
- Established public sector network, especially within government customers.
- Understanding of public sector procurement mechanisms.
- Expertise in public sector verticals at high-growth organizations.
- Experience in data analytics to improve quality and reduce costs.
- Knowledge of software development lifecycle, machine learning, and NLP.
- Active TS/SCI clearance with full-scope polygraph.
Responsibilities
- Serve as trusted advisor aligning customer use cases with mission objectives and long-term agency strategies.
- Develop and execute customer training, enablement, and engagement activities to support user adoption.
- Coordinate with internal engineering, product, and executive teams to enhance customer outcomes.
- Manage customer relationships, expectations, and project updates throughout onboarding and implementation.
- Maintain deep product knowledge to effectively communicate features aligned with customer needs.
- Partner with product and engineering teams to prioritize feature development based on customer feedback.
- Collaborate cross-functionally with sales, marketing, finance, and contracting to champion customer priorities.
- Analyze data to recommend business improvements driving customer satisfaction and efficiency.
- Maintain onsite presence three days per week.
Education
- Relevant degree or equivalent experience in related field.
Benefits
- Competitive salary and comprehensive benefits package.
- Full medical, dental, and vision coverage.
- Fertility benefits with Carrot.
- Mental health support via Headspace Care+.
- Gympass+ membership through Wellhub.
- One Medical membership.
- 401(k) retirement plan.
- Remote work stipends and monthly internet allowance.
- Flexible vacation policy and wellness days.
- 100% paid parental leave.
Average salary estimate
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Primer is a machine learning company that uses natural language processing technologies to help their customers scale and optimize their intelligence workflows. Founded in 2015, Primer is headquartered in San Francisco, California.
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