MSD CRM - Subcon role focusing on Sales, Service, and Marketing modules with Azure integration experience. Responsibilities include development using C#, JavaScript, and Power Platform.
About the role
- Principal Customer Success Manager responsible for high-value enterprise accounts at MyPass. Directs Cebu team and contributes to customer success strategy and operations.
Responsibilities
- Own a portfolio of high-value enterprise accounts as the primary strategic relationship holder.
- Build and maintain senior stakeholder relationships including C-suite and procurement leads.
- Lead Executive Business Reviews (EBRs) and strategic planning sessions with customers.
- Develop and execute account success plans aligned to each customer's business objectives and MyPass platform outcomes.
- Identify and mitigate retention risks proactively - do not wait for red flags to escalate.
- Own renewal processes for assigned accounts, driving timely renewals and minimising churn.
- Identify expansion opportunities and collaborate with Account Executives on commercial strategy.
- Serve as the escalation point for complex account situations across the CS team.
- Provide functional direction to the Cebu-based CSM team on enterprise account work, quality standards, and prioritisation.
- Mentor and develop the Cebu Senior CSM toward Enterprise Account Management capability.
- Run team stand-ups and operational meetings as required.
- Contribute to CS strategy, segmentation reviews, tooling decisions, and process improvements.
- Own NRR and renewal targets for the enterprise portfolio.
- Identify and pursue upsell, cross-sell, and expansion opportunities within existing accounts.
- Develop compelling business cases and ROI frameworks to support customer retention and growth conversations.
- Partner with Account Executives to align on account strategy and revenue goals.
- Represent CS performance and enterprise account health in internal leadership reporting.
- Drive platform adoption across enterprise accounts, working closely with implementation and CS Ops.
- Deliver strategic guidance, workshops, and EBRs that demonstrate measurable customer value.
- Monitor platform usage data and health scores to proactively address adoption challenges.
- Translate data and usage insights into actionable recommendations for customers.
- Cultivate customer advocates and leverage relationships for referrals, case studies, and testimonials.
- Act as the voice of the enterprise customer internally - feed insights to Product, Engineering, and CS Ops.
- Foster community and knowledge-sharing connections between customer accounts where appropriate.
Requirements
- 5+ years in enterprise customer success, strategic account management, or consulting in a SaaS or technology environment.
- Demonstrated ability to manage a portfolio of high-value enterprise accounts with C-suite stakeholder engagement.
- Proven experience in complex multi-year contract renewals and commercial negotiations.
- Experience providing informal leadership, mentoring, or functional direction to team members.
- Background in regulated industries (mining, construction, energy, infrastructure) is an advantage.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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