Principal Customer Success Account Manager

Customer Relationship Management Build and coach engagement strategies across customer, partner, and internal stakeholder ecosystems. Develop and support executive level‑ relationships with customer technical, business, and mission leaders. Expand relationships beyond existing support engagements by leading outcome based‑ conversations aligned to customer priorities. Influence and challenge senior internal stakeholders to align resources and actions to customer needs. Partner with Account Teams to co-own‑ customer success plans and contribute to integrated account strategies. Lead the strategic execution of customer success planning, program governance, and customer facing‑ reviews. Proactively identify, monitor, and mitigate actual and potential blockers to consumption using data insights and customer feedback. Lead escalation management and communications for complex delivery challenges, ensuring clarity, accountability, and resolution. Hold accountability for consumption milestones, adoption outcomes, retention, and long term‑ customer health. Required Upon Hire and Critical/Important Accelerating Consumption, Usage, and Value Realization Driving Customer Health and Operational Excellence Executive Relationship Building and Influence Data Analysis and Insight Driven Decision Makin‑g Business Acumen and Financial Literacy Consultative Engagement and Stakeholder Orchestration Negotiation, Storytelling, and Executive Communication Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. 5+ years relevant work experience within customer industry. Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification. Project Management Institute (PMI) or equivalent Project Management certification. Prosci or equivalent certification. Ability and Willingness to acquire and maintain a US Government Clearance