Principal Customer Success Manager

About Us 

Fenix24 is an industry-leading cyber disaster recovery and restoration company. Battling threat actors as The World’s First Civilian Cybersecurity Force, Fenix24 delivers cybersecurity services through its four battalions: Fenix24 for ransomware recovery and restoration; Athena7 for IT security assessments, strategy and planning; Grypho5 for ongoing security-based management; and Argos99 for expert insights into data, assets and infrastructure. Under its Securitas Summa program, Fenix24 ensures organizations are prepared to effectively resist and rapidly recover from a cyberattack, offering a combination of managed data and infrastructure protection, real-time threat intelligence, and ongoing hardening and breach resistance.

About This Position

The Principal Customer Success Manager (CSM) is the expert individual contributor within the Customer Success organization, accountable for the success of our most strategic and complex customer relationships. This role drives long-term customer value, retention, and growth through deep alignment with executive stakeholders and cross-functional teams. Beyond owning a portfolio of high-value accounts, the Principal CSM solves the most complex customer scenarios, removes systemic blockers, and turns customer experience into improvements for Customer Success programs and plays. Success is measured by the ability to protect and grow the organization's most important customer relationships, drive resolution of complex challenges, and build repeatable approaches that improve outcomes across Customer Success.

Key Responsibilities

• Own and manage a portfolio of the organization's most strategic and complex accounts, driving long-term strategy focused on value realization, retention, and expansion
• Build and maintain executive-level relationships with customer stakeholders, serving as a senior voice of the customer for leadership
• Align cross-functionally across Sales, Service Delivery, Product, Support, and Executive teams to remove blockers and drive outcomes
• Act as the escalation authority for the most complex customer situations, spanning technical, commercial, and operational domains
• Translate lessons learned from complex engagements into improved Customer Success plays, programs, and best practices
• Provide strategic guidance for critical account planning, at-risk accounts, and renewal/expansion strategy
• Partner with the Principal TAM as a peer advisor, and with Sales and Engineering on long-term growth planning
• Deliver executive business reviews and value-based reporting; track key metrics and KPIs across adoption, expansion, and account health

Qualifications & Requirements

• 10+ years in Customer Success, account management, or a related customer-facing role, with demonstrated success managing complex enterprise relationships
• Strong executive presence and credibility at the C-suite level
• Proven ability to lead cross-functional initiatives without direct authority
• Deep experience developing and executing long-term account strategy, with advanced problem-solving skills in ambiguous environments
• Excellent written and verbal communication, including at the executive level
• Strong analytical, organizational, and planning skills
• Solid understanding of recurring revenue models, customer growth strategy, and service level/contract alignment
• Experience in a service delivery or managed services environment, with a strong grasp of IT infrastructure and security concepts
• Practical InfoSec experience and real-world application of cybersecurity principles for customers