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About the Role
The Principal Customer Success Manager will support the Customer Success Management team, focusing on customer advocacy, account management, and churn prevention to drive ARR growth and retention.
Responsibilities
- Lead executive-level customer engagement across a portfolio of strategic accounts, establishing trusted advisor relationships with senior business and operational stakeholders to drive long-term customer value and success.
- Own and orchestrate the post-sale customer lifecycle, including complex account transitions, executive governance programs, success planning, risk management, renewal strategy, and identification of growth and expansion opportunities.
- Drive customer adoption and business transformation initiatives through effective change management practices, ensuring alignment between customer objectives and solution realization.
- Serve as the senior customer advocate and strategic quarterback across Sales, Professional Services, Solutions Consulting, Product, Support, and partner teams to resolve complex business challenges and accelerate customer outcomes.
- Develop and deliver executive business reviews, governance frameworks, success metrics, and outcome-oriented recommendations that demonstrate measurable business impact.
- Analyze customer, product, and business performance data to identify trends, mitigate risk, influence strategic decisions, and drive continuous value realization.
- Drive accountability across internal and customer stakeholders against defined business objectives, success plans, KPIs, and contractual commitments.
Requirements
- Experience in manufacturing, engineering, or other technical field is preferred.
- Proven success managing complex enterprise customer relationships, including executive-level stakeholder engagement, executive governance programs, strategic account planning, renewal management, and expansion strategy development.
- Demonstrated ability to lead customers through organizational change, adoption initiatives, digital transformation efforts, and cross-functional business process improvements.
- Strong executive communication, presentation, negotiation, and influence skills, with the ability to engage effectively with C-suite and senior leadership audiences.
- Experience managing high-value customer portfolios with significant business complexity, multiple stakeholder groups, and competing priorities.
- Strong analytical and problem-solving skills with the ability to translate data into strategic recommendations and measurable customer outcomes.
- Ability to operate independently, exercise sound judgment, and lead through ambiguity in a rapidly scaling and evolving environment.
Location
- Remote
Work Type
- Remote
- Full-time
Experience Level
- 7+ years of relevant experience
Education Level
- Bachelor’s degree in engineering, manufacturing, computer science or equivalent experience
- Master’s degree preferred
Benefits
- Flexible work arrangements
- Discretionary Time Off (DTO)
- Global paid parental leave
- Employee Assistance Program (EAP)
About the Company
- Velotic is a newly-formed independent software company with a pure-play focus on industrial operations, uniting ThingWorx and Kepware with Proficy to transform industrial manufacturing at scale.
- With $350M in annual revenue, a global footprint, and intelligent data connectivity systems and AI solutions, Velotic is one of the world's largest independent software companies focused on industrial operations.
- Our mission is to enable the world's industrial producers to do the right things right—across every shift, every plant, every day.
- We help manufacturers prosper by equipping them with software-defined, data-driven production systems that elevate quality, accelerate cycle times, improve resilience, and enable sustainable profit growth.
- Velotic is uniquely positioned at the intersection of industrial operations, advanced connectivity, and AI.