[Hiring] Principal Customer Success Manager @nTop

Role Description

We're hiring a Principal Customer Success Manager to own nTop's most strategic customer relationships across the largest aerospace, propulsion, and energy organizations: airframers, engine OEMs, and power generation manufacturers. You'll own a focused book of nTop's most strategic accounts and report to the SVP of Sales and Customer Success.

Our Customer Success team runs two motions: a high-velocity motion, and a newer strategic motion focused on our largest enterprise customers. This role is part of the strategic motion. You’ll own the accounts and engagements that matter most to nTop:

• Leading complex renewals
• Quarterbacking onsite engineering sprints
• Turning first deployments into long-term, multi-program partnerships

Success in this role means understanding their engineering well enough to make nTop part of how they work. This role also sits at the center of how nTop is evolving, moving away from per-seat licenses towards platform and capacity-based pricing with outcome-focused engineering engagements.

You’ll actively lead your customers through that shift at renewal, and help them build nTop into their AI and digital engineering roadmaps. Our strategic agreements are typically structured as 12- to 24-month programs, with defined engineering scope, deliverables, and milestones. Managing them with real program discipline is what earns the renewal, and the next program after it.

What You'll Do

• Own a strategic book.
• Be accountable for retention and growth across a focused set of nTop's most strategic accounts, with a net revenue retention target.
• Run every account as a program.
• Treat each customer agreement as a 12- to 24-month engineering program with defined scope, deliverables, and milestones.
• Track progress, keep both nTop and the customer accountable, and tie results to the outcomes customers care about: schedule, performance, and win rate.
• Lead complex renewals.
• Forecast early, build the business case, and negotiate six- and seven-figure renewals and multi-year agreements.
• Lead the pricing transition.
• Actively move your customers from seat-based licenses to platform and capacity-based pricing, working closely with the Strategic Account Director.
• Quarterback onsite engineering engagements.
• Travel to customer sites to lead engineering sprints and services engagements.
• Build relationships at the top and across the organization.
• Develop executive sponsors among engineering and program leadership.
• Run executive business reviews, and stay close to the engineers, IT, and procurement teams.
• Find and shape expansion.
• Identify new programs, divisions, and use cases inside your accounts.
• Be technically credible.
• Understand how your customers design and simulate well enough to diagnose adoption blockers.
• Lead the AI conversation after the sale.
• Help customers see how nTop fits into the AI and agentic engineering workflows they're building.
• See risk early.
• Track account health, flag issues before they reach the renewal, and lead escalations when they happen.
• Work as one team.
• Partner closely with the Strategic Account Director, Field Solutions Engineering, Customer Success, Support, and Product.
• Raise the bar for strategic account management.

What Success Looks Like

• First 6 months: Set clear program plans and identified executive sponsors at each of your accounts, your renewal forecast is accurate and visible, and you've led your first major renewal and onsite engagement.
• First 12 months: Your book is hitting its net revenue retention target, you've moved key accounts onto platform pricing, sourced meaningful expansion opportunities, and helped define the playbook for how nTop runs strategic accounts.

Qualifications

• A track record of owning a renewal number for large enterprise SaaS accounts, with individual renewals of $1M+, typically 8+ years in customer success or strategic account management.
• Experience working with enterprise customers in complex, multi-stakeholder organizations.
• Experience in a post-sale role with engineering software (CAD, CAE/simulation, PLM, or adjacent engineering and digital engineering software).
• Technical aptitude in the engineering software ecosystem.
• Executive presence and credibility with senior leaders.
• Commercial ownership of large renewals and multi-year agreements.
• Program management discipline with complex, multi-month customer engagements.
• U.S. Person status as defined by ITAR.
• At least 30% travel to customer sites, onsite engineering engagements, and industry events.

Strongly Preferred

• Experience working with airframers, engine OEMs, or energy manufacturers.
• Experience moving customers from seat-based licensing to platform, usage, or value-based pricing.

Also a Plus

• Hands-on familiarity with nTop or similar tools.
• Active security clearance (Secret or higher).
• Exposure to additive manufacturing, generative design, or advanced manufacturing.
• Experience at a high-growth startup or scale-up.
• A degree in engineering, physics, applied math, computer science, or materials science.

How you work

• You see a renewal as the result of value delivered all year.
• You're proactive, raising risks and opportunities before anyone asks.
• You're low-ego and collaborative, winning by pulling in the right people at the right time.
• You own your results.

Compensation

Compensation: the on-target earnings (OTE) range for this role is $177,000 to $224,000 USD, plus equity and benefits. Final compensation depends on seniority and level of industry experience.

Please note that nTop may use AI products to assist in the recruiting process. All resumes are reviewed by, and all employment decisions are made by, nTop's Hiring Team.

If you require a reasonable accommodation during the interview process, please don't hesitate to email us directly.