Position Summary
The Principal Customer Success Manager (CSM) plays a mission-critical role in empowering Seeq’s most strategic customers to transform how they work and realize the full value of their investment in Seeq. Our focus within Customer Success is to retain and grow, delight, and deliver measurable value across the customer lifecycle.
Seeq is in scale-up mode with rapid growth. The ideal candidate has experience building customer success motions in fast-growing environments and working with advanced analytics or industrial intelligence platforms sold and implemented in manufacturing. Seeq sells into O&G, Chemicals, Pharma, Power, MMM, and other process manufacturing industries, partnering with customer personas such as manufacturing leaders (COO, CMO), IT/OT leaders (CDO, CIO, CTO), and manufacturing SMEs (process engineers, production managers, digital transformation leaders)
Strategic Customer Leadership
- Own a portfolio of Seeq’s largest, most complex, and highest-potential customers, typically spanning multiple geographies, sites, and business units, with multi-million dollar ARR responsibility.
- Develop, socialize, and execute strategic success plans that align Seeq’s capabilities to customers’ enterprise-level initiatives (e.g., digital transformation, operational excellence, sustainability), including clear value hypotheses, milestones, and executive-level success metrics.
- Lead quarterly and executive business reviews (EBRs/QBRs) that highlight measurable outcomes, tell the value story, surface risks/opportunities, and reset priorities to continue driving value and expansion.
- Serve as the primary executive-facing point of contact and trusted advisor, shaping long-term collaboration and ensuring alignment between Seeq’s roadmap and the customer’s strategic direction.
Adoption, Value Realization, and Expansion
- Drive deep and broad adoption across the customer’s organization by orchestrating programs such as structured onboarding, advanced enablement, communities of practice, user forums, and champion networks, in partnership with Training and Services.
- Identify, prioritize, and quantify high-impact use cases; ensure successful deployment, measurement of outcomes, and storytelling of value that leads to advocacy and reference ability.
- Own the renewal and commercial strategy for your portfolio, including early and proactive risk identification, mitigation plans, and expansion strategies (upsell, cross-sell, and land-and-expand to new sites, business units, or partner companies).
- Collaborate closely with the account team (Sales, Services, Partners) to build and execute comprehensive account plans, including whitespace analysis, multi-year expansion roadmaps, and executive sponsorship alignment.
Customer Advocacy, Escalations, and Internal Leadership
- Act as the senior escalation point for high-risk and high-visibility situations, driving coordinated response plans, communicating effectively with executives, and ensuring we emerge stronger in the relationship.
- Translate customer feedback and emerging needs into prioritized requirements and feature enhancement recommendations for Product and Engineering, with clear business justification and expected impact.
- Champion the “voice of the customer” within Seeq by contributing to roadmap discussions, beta programs, advisory boards, and strategic initiatives focused on the manufacturing and industrial analytics domain.
- Mentor and coach other CSMs and cross-functional teammates, sharing best practices in strategic account management, value realization, executive communication, and risk management.
Operational Excellence and Data-Driven Management
- Use customer health indicators, product usage data, and leading/lagging metrics to continuously assess account performance, identify patterns, and adjust strategy and engagement models as needed.
- Systematically document account strategies, risks, and opportunities in our internal systems to ensure transparency, continuity, and alignment across teams.
- Contribute to the design and continuous improvement of Customer Success processes, playbooks, and tooling to increase scalability and consistency across the organization.