About the job
As a Principal Customer Success Manager (CSM) at Seeq, you will play a pivotal role in enabling our most strategic clients to revolutionize their operations and maximize the value of their investment in Seeq. Our Customer Success focus is to retain, expand, delight, and deliver measurable outcomes across the customer journey.
Seeq is rapidly scaling, and we are looking for a candidate with a proven track record in developing customer success strategies in fast-paced environments, particularly those that involve advanced analytics or industrial intelligence platforms utilized in manufacturing. Seeq serves a variety of sectors, including Oil & Gas, Chemicals, Pharmaceuticals, Power, MMM, and other process manufacturing industries, collaborating with key customer personas such as manufacturing executives (COO, CMO), IT/OT leaders (CDO, CIO, CTO), and subject matter experts (process engineers, production managers, digital transformation leaders).
Key Responsibilities
- Manage a portfolio of Seeq's largest and most complex customers, generally across various geographies, sites, and business units, with multi-million dollar annual recurring revenue (ARR) responsibilities.
- Develop, communicate, and implement strategic success plans that align Seeq’s offerings with customers’ enterprise initiatives, including digital transformation, operational excellence, and sustainability, ensuring clear value propositions, milestones, and executive success metrics.
- Lead quarterly and executive business reviews (EBRs/QBRs), showcasing measurable outcomes, articulating the value story, identifying risks and opportunities, and realigning priorities to foster value and growth.
- Act as the primary executive-facing contact and trusted advisor, cultivating long-term partnerships and ensuring alignment between Seeq’s development roadmap and the customer's strategic objectives.
Driving Adoption and Value Expansion
- Facilitate widespread adoption throughout the customer organization by coordinating programs such as structured onboarding, advanced enablement, communities of practice, user forums, and champion networks, in collaboration with Training and Services.
- Identify, prioritize, and quantify impactful use cases; oversee successful deployment, measure outcomes, and articulate the value narrative that encourages advocacy and referenceability.
- Manage the renewal and commercial strategies for your portfolio, proactively identifying risks, developing mitigation plans, and strategizing for expansion opportunities (upsell, cross-sell, and land-and-expand to new sites, business units, or partner companies).
- Work closely with the account team (Sales, Services, Partners) to execute comprehensive account strategies and maximize customer engagement.
