[Hiring] Principal Customer Success Manager @Cielo Projects

Role Description

Under the leadership of the Director of Customer Success Management, we are hiring a Principal Customer Success Manager to support the Customer Success Management team. This role is critical to ARR growth and retention and will be responsible for customer advocacy, account management, and churn prevention.

Key Responsibilities

• Lead executive-level customer engagement across a portfolio of strategic accounts, establishing trusted advisor relationships with senior business and operational stakeholders to drive long-term customer value and success.
• Own and orchestrate the post-sale customer lifecycle, including complex account transitions, executive governance programs, success planning, risk management, renewal strategy, and identification of growth and expansion opportunities.
• Drive customer adoption and business transformation initiatives through effective change management practices, ensuring alignment between customer objectives and solution realization.
• Serve as the senior customer advocate and strategic quarterback across Sales, Professional Services, Solutions Consulting, Product, Support, and partner teams to resolve complex business challenges and accelerate customer outcomes.
• Develop and deliver executive business reviews, governance frameworks, success metrics, and outcome-oriented recommendations that demonstrate measurable business impact.
• Analyze customer, product, and business performance data to identify trends, mitigate risk, influence strategic decisions, and drive continuous value realization.
• Drive accountability across internal and customer stakeholders against defined business objectives, success plans, KPIs, and contractual commitments.

Qualifications

• Experience in manufacturing, engineering, or other technical fields is preferred.
• Proven track record of successfully managing large, complex customer relationships with senior executives, including account planning, contract renewal management, and identifying opportunities for business expansion.
• Demonstrated ability to guide customers through significant organizational changes, system adoption, digital transformation projects, and process improvements across multiple departments.
• Strong communication and presentation skills with the ability to clearly explain complex ideas to senior executives and leadership teams.
• Experience managing multiple high-value customer accounts simultaneously, with the ability to balance competing priorities and manage different stakeholder groups.
• Strong analytical skills with the ability to review data, identify patterns, and provide clear recommendations that lead to measurable business results.
• Ability to work independently, make sound decisions, and adapt to changing situations in a growing and dynamic business environment.
• Fluent Japanese language communication skills (both written and verbal).

Requirements

• Bachelor's degree in engineering, manufacturing, computer science, or equivalent professional experience; Master's degree is preferred.
• 7 or more years of relevant professional experience in customer success, account management, or related fields.

Benefits

• Flexible work arrangements.
• Discretionary Time Off (DTO).
• Global paid parental leave.
• Employee Assistance Program (EAP).