Principal Customer Success Manager

Recruiting position title: Principal Customer Success Manager
Internal position title: Principal Member Success Manager (P-MSM)

Company: Technology Services Industry Association (TSIA)
Reports to: TBD
Status: Full-Time Employee
Location: San Diego – Rancho Bernardo
Level: Experienced, Non-Manager, 5 years min
Compensation: Upon request
Travel: 5%

The Technology Services Industry Association (TSIA) is the world's leading research organization dedicated to advancing the business of technology services.  We are focused on helping services organizations grow and advance in the technology industry by providing world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs.

The Principal Member Success Manager (P-MSM) will work closely with leaders of TSIA’s Member Success, Sales and Research teams to increase member adoption and commercial performance within TSIA’s Enterprise account segments.  This position will manage portfolio of accounts, with responsibility for member engagement, value delivery, and renewal performance.

The Principal Member Success Manager will serve as the primary interface between TSIA and a designated portfolio of accounts (i.e. members).

The P-CSM’s core responsibility is to ensure that members receive value through adoption of TSIA resources.  This is accomplished through, but not limited to, the following activities on ongoing basis:

  • Executing regular touchpoints with the member aimed at planning and monitoring value-add activities.
  • Proactively managing member health and overcoming engagement obstacles as they emerge.
  • Evaluating members’ business priorities to ensure continued and expanding partnership with TSIA.
  • Maintaining a deep understanding of TSIA resources and thought leadership to contextually relay their value to the member.

The P-CSM’s is responsible for delivering business outcomes related to the commercial growth of the assigned pool of accounts:

  • Manage the annual renewals process with the primary stakeholders to ensure subscription retention.
  • Uncover and develop account expansion opportunities to support ongoing account growth.

Performance Metrics
This position will be evaluated on the achievement of the following business outcomes against the individual’s assigned account pool:

  • Account renewal - Unit Renewal Rate (URR) and Contract Value Renewal Rate (CVRR)
  • Member adoption metrics and value realization performance
  • Expansion lead generation performance

Experience Requirements

  • B.S./B.A. in business, computer science, engineering or related discipline; MBA is a plus
  • Technology industry – relevant industry experience within a technology-oriented company, business research, or advisory/professional service organization.
  • Account management / customer success - B2B enterprise account management in a complex solutions business
  • Proven performance track record – multi-year record of achieving exceptional client experience, value realization, and commercial outcomes

Skills & Capabilities

  • Business acumen – independent business challenge diagnosis and consultative service/success planning
  • Commercial Skills – Capable of handling subscription renewals, including objection-handling; able to spot and qualify expand/sales leads
  • Written and verbal communication – Executive-ready communication skills in a variety of virtual and in-person modes

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