Principal Customer Success Manager

Company: Naehas
Location: San Francisco
Posted on: May 23, 2025

Job Description:

NAEHASThis is an exceptional opportunity to join a privately held, fast-paced, Software as a Service (SaaS) national company based in Silicon Valley. The Naehas vision is to deliver personalized products, offers, disclosures, and customer experiences with the leading financial services industry cloud.Our people and culture are our top priorities. We value the contributions our employees make and work hard to ensure their voices are heard and accomplishments are recognized. Our purpose is to create an environment where you will get to do your best work and be part of a team that will help you grow personally and professionally. Our recipe for success is very simple - "Passionate team members translate into happy customers and great products."THE POSITIONNaehas is seeking to hire a dynamic Principal Customer Success Manager to own the success and retention of our existing clients. This role is responsible for leading all aspects of value delivery (including product adoption), relationship management, and growth of one or more existing accounts.Our ideal Customer Success Manager must be strategic and able to establish themselves as a partner to their customers. They should be highly detail-oriented and understand the customer's processes better than the customer themselves. A key goal of this role is to identify opportunities for growth and to work closely with the Product and Services teams to establish success strategies.THE OPPORTUNITYThis role offers the chance to work with Naehas' largest and most strategic customers at respected brands. You will drive customer strategy using the Naehas platform, support upsell and cross-sell initiatives, and increase revenue through renewals. You will serve as an expert on how our customers can achieve their goals and engage decision-makers to showcase the value of expanded engagement with Naehas' solutions. The role requires excellent organization and prioritization skills, with a focus on revenue-generating activities.THE TEAMYou will be part of a team dedicated to advocating for our customers by understanding their challenges and collaborating empathetically to deliver high-quality experiences. The Customer Success team develops strategies to improve satisfaction, retention, and growth, building relationships with customers to ensure they derive value from Naehas' products and services. They work closely with departments like Product, Sales, and Services to identify needs and develop solutions.

• Renew customer contracts at increased NRR and retain logos in your book of business
• Identify upsell and cross-sell opportunities and coordinate sales efforts to close deals
• Establish and strengthen relationships with executive and decision-maker levels
• Create referenceable accounts and collaborate with marketing to showcase success
• Promote how our product supports KPI improvements across use cases
• Gain deep understanding of customer's use of our product to provide insights for improvements and new opportunities
• Monitor and report on activities and outcomes from opportunities
• Willingness to travel as required, sometimes on short noticeTHE SKILLSET
  • 10+ years of experience in SaaS, specifically in fintech, improving processes for Tier 1 Banks
  • Bachelor's degree in finance, business, economics, or related field
  • Understanding of financial products (e.g., mutual funds, annuities, loans, retirement plans) and client-specific services
  • At least 5 years in a Customer Success Management role with revenue expansion targets
  • Experience in renewal and contract negotiations
  • Managed enterprise accounts generating over $1M recurring revenue
  • Established relationships with executive leadership within enterprise clientsPREFERRED
    • SaaS sales or account management experience
    • Deep knowledge of financial services and core banking systems
    • Experience working in an Agile environment
    • Certifications like PMP are a plusADDITIONAL INFORMATION
      • Travel up to 25%
      • Base salary: $150,000 - $180,000Our values:
        • Reality, Ownership, Courage, Trust, Curiosity, Flexibility, IntegrityIf these resonate with you, we look forward to meeting you. We offer:
          • Competitive compensation
          • Benefits including health, vision, dental, and retirement
          • A casual, respectful workplace
          • Growth opportunities in a dynamic start-up environment
          • Flexible work arrangements
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Keywords: Naehas, San Mateo , Principal Customer Success Manager, Executive , San Francisco, California