Agiloft

Principal Customer Success Manager, Technical

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Job Description

Position Overview

As a Principal Customer Success Manager (CSM) with a technical focus, you will be a trusted advisor and strategic partner to high-value accounts, leveraging your deep product knowledge and consultative skills to maximize customer value. Working closely with implementation, support, sales, and engineering teams, you’ll help customers unlock the full potential of our solutions, identify upsell opportunities, and drive retention and growth. This role requires strong relationship management, technical understanding, and proactive collaboration to ensure seamless, high-impact customer experiences.



Job Responsibilities
  • Customer Liaison: Build and maintain strong relationships with key customer contacts, implementation teams, partner implementers, and internal stakeholders to ensure continuity and progress on large-scale service engagements.
  • Proactive Customer Engagement & Growth: Partner closely with customers to drive engagement, retention, and expansion. Conduct regular Business Reviews with key accounts to assess progress, understand evolving needs, and align on growth strategies.
  • Usage Monitoring & Opportunity Identification: Proactively monitor customer usage trends to identify potential risks, uncover new opportunities for growth, and recommend strategies for increased adoption.
  • Strategic Advising: Act as a trusted advisor to customers, adopting a customer-first mindset to understand their business needs and advocate for their success.
  • Value Identification: Provide expertise to assess client needs and identify valuable solutions that our product can deliver.
  • Goal Setting & Cross-Functional Collaboration: Set clear, transparent goals to meet client requirements, working closely with internal teams to ensure goal alignment and successful delivery.
  • Effective Communication: Maintain consistent and transparent communication with customers and internal stakeholders, representing the customer’s voice across teams.
  • Data-Driven Approach: Be passionate about data and insights, using data to drive meaningful change and demonstrate measurable impact.
  • Product Expertise: Conduct L1 product demos, review new features and functionalities, and advise customers on technical setups and configurations to enhance their product experience.
  • Feature Adoption & Change Management: Guide feature adoption, facilitate onboarding, and manage change effectively, providing proactive support for key functionalities.
  • Upsell & Expansion Opportunities: Partner with AEs to identify and qualify upsell opportunities, generating internal referrals and contributing to pipeline growth.
  • Other duties as assigned.

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    Required Qualifications
  • 5+ years in customer success, account management, or related fields, with experience in technical solutions and complex service engagements.
  • Proven experience in identifying upsell opportunities and driving growth within customer accounts.
  • Strong technical acumen with the ability to deliver product demos and consult on technical configurations.
  • Excellent interpersonal and communication skills, with a strong focus on customer-centric engagement and cross-functional collaboration.
  • Demonstrated ability to manage multiple accounts and objectives in a fast-paced environment.

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