[Hiring] Principal Success Manager @Ontic

Role Description

Ontic is seeking a Principal Success Manager to join our high-impact Client Success team to manage our Strategic accounts. This role is for someone passionate about building long-term client relationships, skilled in managing strategic and tactical engagements, and experienced with complex global enterprises including Fortune 500 companies.

As a Principal Success Manager, you’ll be responsible for guiding our clients through their entire lifecycle post-sale, including:

• Implementation
• Onboarding
• Product adoption
• Executive engagement
• Renewals
• Expansion

You will act as a trusted advisor, challenging the status quo and delivering strategic best practices that help clients maximize the value of the Ontic platform. This is a high-visibility role requiring strong executive presence, cross-functional collaboration, and a drive to shape both client outcomes and Ontic’s future.

Key Responsibilities

• Client Ownership & Engagement
  • Own the strategic relationship with a portfolio of high-value Fortune 500 clients
  • Serve as the main point of contact post-sale, ensuring alignment with client business objectives
  • Act as a strategic advisor and tactical partner, guiding clients through platform optimization and maturity
• Value Realization & Adoption
  • Drive platform adoption, ensuring clients realize measurable business value
  • Proactively identify opportunities for Ontic to solve additional pain points and help clients scale their protective intelligence programs
  • Build success plans, map value drivers, and track ROI to strengthen business cases for renewal and growth
• Strategic Guidance & Challenge
  • Lead high-level business reviews and success planning sessions with senior executives and cross-functional stakeholders
  • Challenge clients thoughtfully when needed—presenting data, trends, and best practices that guide better outcomes
• Retention & Growth
  • Forecast, manage, and own renewals, ensuring seamless continuation of service
  • Partner with Sales to identify expansion opportunities and co-create account growth strategies
  • Track account health signals and proactively mitigate risks to retention
• Cross-Functional Collaboration
  • Serve as the voice of the client internally, influencing product roadmaps, service offerings, and strategic initiatives
  • Collaborate with Product, Engineering, Sales, and Marketing to ensure a coordinated approach to client satisfaction and innovation
• Operational Excellence
  • Contribute to scaling internal systems and workflows (e.g., SFDC, JIRA, Pendo) to drive efficiency and repeatability
  • Help define and refine playbooks, onboarding frameworks, and client communication models

Qualifications

• 10+ years in Customer Success, Strategic Account Management, or related roles supporting Fortune 500 or global enterprise clients, the last 3-4 years focused on delivery value to high profile strategic accounts
• Proven track record of managing complex, high-touch client relationships and delivering strategic value
• Strong executive presence with the ability to engage and influence C-suite stakeholders
• Confident leading both strategic planning and hands-on tactical execution
• Exceptional communication, facilitation, and presentation skills
• Experience in SaaS platforms, preferably with enterprise B2B or security-related solutions
• Consultative mindset with strong business acumen and problem-solving skills
• Familiarity with tools like Salesforce, JIRA, Gainsight, ChurnZero, and Pendo is a plus
• Added bonus would be experience in the corporate security space
• Willingness to travel up to 30%, based on business needs

Benefits

• Competitive Salary
• Medical, Vision & Dental Benefits
• 401k
• Stock Options
• HSA Contribution
• Learning Stipend
• Flexible PTO Policy
• Quarterly company ME (mental escape) days
• Generous Parental Leave policy
• Home Office Stipend
• Mobile Phone Reimbursement
• Home Internet Reimbursement for Remote Employees
• Anniversary & Milestone Celebrations