Principal Customer Success Manager - Veza

Role Scope

• Own a portfolio of approximately 8-10strategic enterprise customers
• Operate within a high-touch engagement model where depth of partnership is prioritized over volume
• Engage regularly with CIO, CISO, and senior technology leadership
• Directly influence renewal outcomes, expansion opportunities, and executive satisfaction
• Support customers operating in complex, highly integrated environments
• Identify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigation

Core Responsibilities

Extreme Ownership of Customer Outcomes

• Serve as the accountable leader for the health, trajectory, and commercial posture of each assigned customer.
• Establish clear success criteria and align internal execution accordingly.
• Drive customers from deployment to durable operational reliance.
• Orchestrate the resources required to achieve customer outcomes.
• Treat each customer as a business, balancing advocacy with commercial responsibility.

Executive Engagement

• Build trusted advisor relationships with CIO, CISO, and senior stakeholders.
• Deliver Executive Business Reviews grounded in measurable business outcomes.
• Align platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience.
• Guide executive decision-making through insight and credible challenge when necessary.

Value Realization

• Build and govern multi-year Success Plans for every strategic account.
• Translate product capabilities into quantified business impact.
• Ensure customers achieve the outcomes that justified their investment.
• Develop referenceable advocates through demonstrated value.

Renewal Predictability

• Own renewal posture across the portfolio with no late-stage surprises.
• Inspect leading indicators including adoption depth, executive engagement, and realized value.
• Communicate risk early with a clear mitigation strategy and path to resolution.

Risk Management & Account Health Leadership

• Bring rigor and objectivity to evaluating account health.
• Proactively identify erosion signals and mobilize cross-functional teams before issues escalate.
• Develop and execute disciplined recovery strategies when required.
• Deliver difficult messages when necessary to protect long-term outcomes.
• Maintain high forecast accuracy for assigned accounts.

Cross-Functional Partnership

• Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers across the customer lifecycle.
• Align commercial strategy with the Account Executive to support retention and expansion.
• Partner with Solution Engineers on technical strategy, ensuring deployments support defined success criteria.
• Lead integrated account planning across Sales, Solutions, and Customer Success.
• Foster a one-team approach focused on long-term customer value rather than functional handoffs.

While execution is shared, accountability for customer outcomes remains clear.

Internal Execution & Governance

• Coordinate Sales, Professional Services, Support, Product, and partner teams
• Establish governance frameworks that drive accountability and transparency
• Remove obstacles and maintain execution momentum across large programs
• Operate effectively within highly matrixed customer organizations