Principal Customer Success Manager

As the most trusted global leader in data-first contract lifecycle management (CLM) software, Agiloft helps organizations manage the end-to-end process of proposing, negotiating, signing, and leveraging contracts using our flexible Data-first Agreement Platform (DAP). With contract data as the foundation, customers quickly and collaboratively reach agreement and leverage contract visibility to thrive with competitive advantage. Employing powerful, pragmatic artificial intelligence as a legal force multiplier, and robust integration capabilities as a data liberator, organizations around the world trust Agiloft’s certified implementers to deliver connected, intelligent, and autonomous solutions across the entire contract lifecycle.

Top analysts like Gartner, Forrester, and IDC agree, all showing Agiloft as a leader in the CLM space. Our no code platform is easily managed and administered by business users, which is why Agiloft is the contract you keep: nearly a full 100% of new customers are satisfied with their initial implementations, and some 97% of customers renew every year. Ours is a growing, vibrant, successful company that is at the forefront of a market that is becoming a must-have for all organizations.

We believe that the way to build the strongest, most vibrant place to work is to bring in individuals from all walks of life, and to support them in bringing their authentic selves to their day, every day. Our working philosophy is that “EX = CX”: when employee experience is excellent, so is customer experience. We support multiple Employee Resource Groups (ERGs), and offer a working environment that supports healthy work/life balance, including floating holidays and a quarterly, no-questions-asked wellness day.

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

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.

Ensuring a diverse and inclusive workplace is our priority. We are committed to an environment of acceptance where you are free to bring your full self to work. All employment decisions at Agiloft are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, national or social ethnic origin, sex, age, sexual orientation, gender identity and/or expression, parental status, marital status, Veteran status, or any other status protected by the laws or regulations in the locations where we operate. If you have a need that requires accommodation during the recruiting process, please let us know by contacting Director, Talent Acquisition, Brad Toothman at [email protected].

Applicants from underrepresented groups such as minorities, veterans, or individuals with disabilities encouraged to apply.

Applications will be reviewed as submitted. There will be no application deadline for this opportunity.