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Smart Access · 1 week ago

Principal Customer Success Manager

San Francisco, CA

Full-time

Onsite

Lead/Staff

Smart Access is an AI-powered SOP execution platform that enhances workforce performance through actionable workflows. The Principal Customer Success Manager will manage day-to-day relationships with enterprise customers, drive adoption, and build playbooks for a world-class customer success function.

Information ServicesInformation TechnologySoftware

Hiring Manager

Lini Sarma

Responsibilities

Manage day-to-day relationships across our enterprise customer portfolio

Run QBRs that demonstrate value and surface expansion opportunities

Drive adoption, not just deployment, but actual usage that delivers ROI

Be the voice of the customer internally, surface feedback, advocate for needs

Own the renewal process, no renewal should be a surprise

Identify expansion signals and hand off qualified opportunities to Sales

Intervene early when accounts show at-risk signals

Track and improve health scores, usage metrics, and adoption rates

Execute and refine playbooks for QBRs, renewals, at-risk intervention, onboarding etc

Implement and optimize CS platform

Document what works so we can scale without losing quality

As we scale, transition into managing CSMs and implementation specialists

Own team performance on adoption, retention, and customer health metrics

Qualification

Enterprise customer experienceExpansion mindsetProcess builderCS platform experienceLeadership trajectorySupply chain experienceLogistics experienceOperations experienceFrontline worker technologyHigh-growth startup experience

Required

You own without being told. You see what needs to be done and do it. You don't wait for permission or detailed instructions

Enterprise customer experience. You've managed $100K+ ACV accounts. You understand multi-stakeholder complexity, long sales cycles, and enterprise decision-making

Expansion mindset. You see customer success as a revenue function. You've identified and advanced expansion opportunities and not just retained customers

Process builder. You can take what works and turn it into a repeatable playbook. You document, systematize, and improve

Leadership trajectory. You want to build and lead a team. You have the potential and desire to manage people