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Principal Customer Success Manager (P-CSM)

The Technology Services Industry Association (TSIA) is the world's leading research organization dedicated to helping technology companies achieve profitable growth and solve their top business challenges. Services, Sales, Product, and Channel organizations at technology companies large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, and exceptional peer networking opportunities. Members receive expert guidance needed to make informed business decisions, overcome challenges, and achieve your desired outcomes.

As a research institute, we believe the best insights come from being challenged by the most diverse perspectives. At TSIA, we are committed to business practices that allow all dimensions of diversity to influence and accelerate the success of our members, our employees, and our shareholders.
 
This is a full-time position located in San Diego, CA, with 100% company-paid Medical, Dental, and Vision Insurance.

Job Description

Leading association dedicated to advancing the business of technology services is seeking a Principal Customer Success Manager (P-CSM) to join our Customer Success team. This position is responsible for partnering with member executives to support critical performance objectives and deliver positive business outcomes for each member through the application of company research and services. CSMs aim to maximize the ongoing health, retention, and expansion of TSIA's relationships with leading technology companies.
 
This is a key role of the Member/Customer Success team—not the Sales team—responsible for relationship/account management. You will act as a primary company interface for an assigned pool of member accounts, focusing on engagement and renewal business models according to SMB, mid-market, enterprise, and strategic segments. We are hiring at multiple levels depending on your skills or experience. Qualifications include a 4-year college degree, quantifiable client-ownership experience, exceptional communication and organizational skills, and the ability to work independently on multiple projects with minimal direction and supervision. See below for details. Previous experience with Salesforce.com, Gainsight, or another enterprise CRM software system is a plus. Please attach a cover letter and resume.

Responsibilities

The Principal Customer Success Manager (P-CSM) will serve as the primary interface between TSIA and a designated portfolio of accounts.
 
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 an 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 member’s 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 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 and Skill Requirements

  • B.S./B.A. in business, computer science, engineering, economics, or related discipline. MBA is a plus.
  • Technology industry or 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.
  • Established performance track record: Multi-year record of achieving exceptional client experience, value realization, and commercial outcomes.

Skill Set Differentiators

Key differentiators between P-CSM, S-CSM, and CSM are related to the following:

Skills & Capabilities

  1. Business acumen – Independent business challenge diagnosis and success planning.
  2. Commercial Skills – Capable of handling subscription renewals, including objection-handling. Able to spot and qualify expand/sales leads.
  3. Written and verbal communication – Executive-ready communication skills in a variety of virtual and in-person modes, ability to handle interactive member-facing conversation aimed at conveying value and potential value TSIA can provide.

Experience

  1. Technology Industry Experience – Technology, industrial technology, or healthcare technology, or relevant industry experience within a technology-oriented company, business research, and/or advisory/professional service organization.
  2. Account Management/Customer Success - B2B enterprise account management and sales experience in a complex solutions business.
  3. Revenue Responsibility – Has held responsibility for meeting revenue growth targets.


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About TSIA

The Technology Services Industry Association (TSIA) is the world's leading research organization dedicated to helping technology companies achieve profitable growth and solve their top business challenges. Services, Sales, Product, and Channel organizations at technology companies large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, and exceptional peer networking opportunities. TSIA’s membership community consists of over 35,000 executives from 65 countries and represents 80% of the Fortune 100 technology companies.