Principal Customer Success Manager

Remote from: USA
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 24 Jun 2026
Apply before: 24 Jul 2026
Experience level: Senior
Views / Applies: 33 / 9

About company

About EDB

EnterpriseDB provides enterprise-class software and services based on the PostgreSQL open source database.

Computer Software
2004

Actively Hiring

AI Summary

EDB seeks a Principal Customer Success Manager to lead customer-centric strategies, ensuring clients achieve value from its Postgres-based data and AI platform. This role involves developing success plans, driving adoption and retention, and acting as a trusted advisor to C-level executives. The CSM will collaborate across sales, services, support, product, and marketing teams to optimize account health and identify growth opportunities. Ideal for experienced professionals with 5+ years in customer success or related fields, skilled in managing high-value accounts in dynamic environments. The position offers a chance to work with global teams and make a significant impact on customer outcomes.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires managing multiple high-value accounts, proactive risk mitigation, and C-level engagement, demanding advanced strategic and interpersonal skills. It is complex but not entry-level, hence difficulty 4.

Salary Analysis

AI Insight The offered salary is not specified, but for a Principal Customer Success Manager role in the US tech industry, the market range typically spans $120,000 to $190,000, with a median around $150,000. This positions the role competitively, considering the seniority and impact expected.

Key Skills

Customer Success Account Management SaaS PostgreSQL Data Platform Executive Relationships Customer Retention Upselling CRM Communication

Cover Letter Sample

I am writing to express my strong interest in the Principal Customer Success Manager position at EDB. With over six years of experience in customer success and account management within the SaaS industry, I have developed a proven track record of driving customer adoption, retention, and growth. My expertise in building strategic relationships with C-level executives and orchestrating cross-functional teams aligns perfectly with EDB's commitment to delivering exceptional customer experiences.

I am particularly drawn to EDB's leadership in the Postgres ecosystem and its focus on empowering enterprises with data-driven solutions. In my previous role, I successfully managed a portfolio of high-value accounts, resulting in a 20% increase in net retention and numerous customer references. I am eager to bring my consultative approach and passion for customer advocacy to EDB.

Thank you for considering my application. I look forward to the opportunity to discuss how my skills and experience can contribute to EDB's success as a customer-centric organization.

Possible Interview Questions

Can you describe a time when you turned a dissatisfied customer into a loyal advocate?

In my previous role, a client was unhappy with our product's performance. I listened to their concerns, coordinated with our support and engineering teams to resolve the issues, and provided regular updates. I also scheduled quarterly business reviews to showcase progress. Over time, they became a reference customer and expanded their contract.

How do you prioritize your accounts when managing multiple high-value customers?

I use a risk-based approach, evaluating account health scores, renewal dates, and expansion potential. I categorize accounts into high-touch, medium-touch, and low-touch tiers. For high-touch accounts, I create detailed success plans and meet weekly; for others, I leverage automated touchpoints and quarterly reviews.

Describe your experience working with C-level executives. How do you build trust with them?

I build trust by demonstrating deep knowledge of their business drivers and aligning our solutions to their strategic goals. I prepare executive business reviews with clear ROI metrics and actionable insights. Regular communication and proactive problem-solving also help establish credibility.

Can you provide an example of a customer success plan you developed that drove measurable results?

For a financial services client, I created a success plan focused on increasing adoption of our analytics features. We set milestones for training, usage metrics, and quarterly check-ins. Within six months, adoption increased by 40%, and they renewed with a larger deal.

How do you handle a situation where a customer's expectations are not aligned with product capabilities?

I address this by acknowledging their needs and educating them on the product roadmap. I work with product managers to communicate upcoming features and offer workarounds where possible. If needed, I involve the account executive to manage expectations and ensure the customer feels heard.

A Little About Us

EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit www.enterprisedb.com

As EDB Principal Customer Success Manager (CSM), you will be at the forefront of our customer-centric strategy, ensuring our customers are achieving their goals and attaining sustainable value from our solutions. As a member of the CSM team, you will collaborate across all functions of the EDB organization to drive adoption, growth, and retention to your accounts while ensuring a positive customer experience.

WHO Your passion as a professional CSM is being a champion for your accounts. You will develop, prioritize, and execute customer success plans to nurture and guide your
customers along their journey with EDB, leveraging insights from data and engagement. Working in a dynamic environment, you are able to successfully manage multiple accounts as you deliver an exemplary experience by advocating on your customers’ behalf. You can drive synergy across internal and customer teams to bring solid results and issue resolution. You will serve as your customers’ EDB trusted advisor.

EXPECT to collaborate with other EDB functional teams to provide outstanding customer outcomes. You will be your customers’ advocate with key EDB stakeholders including Sales, Services, Support, Product, and Marketing teams, as well as other members of the Customer Success team.

What your impact will be

Deliver a world-class customer experience as a trusted advisor that achieves success in deployment, adoption, and value realization of EDB offerings.
Create and implement individual Customer Success Plans by assessing, identifying, measuring, and defining customer goals and objectives using data analytics and customer knowledge
Proactive management of customers to optimize account health, mitigate risk, and reduce churn
Nurture accounts to identify opportunities for expansion and growth
Utilize consultative motions to drive outcomes throughout the customer lifecycle
Oversee and lead the coordination of EDB resources and escalate account issues for successful resolution
Cultivate customer relationships to build strong advocates that generate insightful case studies and customer references
Prepare and present Executive Business Reviews (EBRs) to show progress, value realization, and stakeholder management
Consult with customers on benefits and value of EDB portfolio and related technologies

What you will bring

5+ years of account management experience in Customer Success, Sales, Consulting, Customer Advocacy, or relevant experience
Highly skilled experience in successfully managing multiple high value accounts and customers in a dynamic environment
Establishes effective working relationships with stakeholders across functional areas and levels of a customer’s organization up to C-level executives
Direct experience working with globally distributed and remote customer and internal teams
Nurture and manage customer relationships to ensure high customer satisfaction that results in adoption, growth, retention, and references
Strong professional presence; can effectively deliver presentations and demos, have clear communications and interpersonal skills
Proactive and creative problem solving mindset
Passionate and high empathy for customer experience
Strong discipline in using CS Management tools to derive insights, and optimize account health
Commitment to continuous learning and improvement
Consistently contributes to CS team initiatives and projects
English Language Skills and appropriate academic achievements, preferably Degree or equivalent

What will give you an edge

Experience with Partner relationship management
Knowledge of PostgreSQL, Linux, RedHat Linux, HPE Open Source, cloud service providers

EDB is committed to supporting our employees’ overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to CuraLinc to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to December 2026! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.

We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply!

EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity.

EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.

#LI-Remote

Apply now >