Principal Customer Success Manager
Company shown to members 🔒 · Remote · UK only
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First recorded by Psst: 8 November 2026. Your first 3 jobs are free to apply to (the first right away, 2 more with your email). After that, the company and the apply link are for Psst members, from $4.99 for 7 days.
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The 20-second read
- Experience
- Senior
- Where you can live
- UK only
- Skills and tools
- salesforce, customer success, churn, retention, upsell, renewals
Read from the ad by Psst's rules. Check the full ad below before applying.
Job details
- Where you can work
- United Kingdom
- Employment type
- Not stated by the employer
- Advertised pay
- Not stated by the employer
- Experience
- Senior
- Employer publication date
- 7 November 2026
- First recorded by Psst
- 8 November 2026
- Last checked at the source
- 10 November 2026
About the job
Who is the company?
The company® is the Exposure Management company. Over 40,000 organizations around the globe rely on the company to understand and reduce cyber risk. Our global employees support 65 percent of the Fortune 500, 50 percent of the Global 2000, and large government agencies. Come be part of our journey!
What makes the company such a great place to work?
Ask a member of our team and they’ll answer, “Our people!” We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When you’re part of our #OneTenable team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!
Your Role
You have built a career carrying a number, and now you want to grow big accounts for the long term. This role is for you. You will own renewals and expansion for 30 to 40 of the company's strategic customers, including the largest account in EMEA. Retention and growth in these accounts is now a top priority, so your impact will be visible fast. You will be in front of customers and in the room with senior leaders, working side by side with our Enterprise and Commercial Territory Managers and Solutions Engineers as an equal. This is a sales role with a Customer Success title.
Your Opportunity
Your mandate is to keep our largest customers and grow them. You will protect recurring revenue, find the next opportunity in every account, and set the standard for what a Principal CSM looks like at the company. Keep our biggest customers, and keep them growing strategic customers stay when they see the value. You will make it clear, and make it last.
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Own the full renewal cycle for a multi-million book, with retention as your first measure.
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Spot churn and downgrade risk early, using adoption data and your own judgement.
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Negotiate enterprise contracts that protect revenue and open the door to more.
Turn every account into the next big deal, renewals and expansion are an equal share of the role.
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Run strategic discovery with senior stakeholders to uncover high-value opportunities.
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Build the business case for upsell and cross-sell across the the company platform.
- Carry an expansion quota, and take ownership of the number.
Win as one account team, you and the Territory Manager are partners, and you often carry the bigger number.
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Plan each account together with Territory Managers and Solutions Engineers.
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Lead critical escalations, and bring in Engineering, Support and Professional Services at pace.
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Share what you hear from customers, so it shapes our product and service.
Shape what Principal means, this is still a new level for us, and you will help define it.
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Set the playbook for renewals and expansion in strategic accounts.
- Mentor junior and senior CSMs, and show them what great looks like.
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Build the experience and profile that opens a path to team leadership.
What success looks like
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By six months: a plan and a trusted forecast for every strategic account, and a senior contact in each one.
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By twelve months: retention ahead of baseline, double-digit growth in your book, and a team that looks to you for best practice.
What You'll Need
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A sales background, with a record of meeting or beating quota through renewals, upsell and cross-sell.
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Experience of large, complex accounts and enterprise contract negotiation, ideally using a structured method such as MEDDPICC.
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The standing to build trusted relationships with senior leaders in large organisations.
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Comfort with visibility: you share account status openly and welcome scrutiny.
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A team player who shares knowledge freely and enjoys helping others grow.
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A hands-on approach: you build your own quotes and keep your own Salesforce records.
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Curiosity about new tools, including AI-led churn tracking, and an eye for what the data says.
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Availability for three office days a week in Staines, and travel up to 25% of the time.
Interview Process
Recruiter Screen – 1st Stage - Virtual
Hiring Manager Interview – 2nd Stage – Virtual/F2F
Panel Interview - 3rd Stage - F2F
Senior Leader Interview - 4th Stage - Virtual/F2F
Exec Level Call - Final Stage - Virtual
#LI-JG1
#LI-Hybrid
We’re committed to promoting Equal Employment Opportunity (EEO) at the company - through all equal employment opportunity laws and regulations at the international, federal, state and local levels. If you need a reasonable accommodation due to a disability during the application or recruiting process, please contact [link for members] for further assistance.
The company Data Consent Statement
The company is committed to protecting the privacy and security of your personal data. Depending on your location, one or more of the following notices may apply to you:
General Applicant Privacy Notice
California Applicant Privacy Notice
EU/EEA/UK Applicant Privacy Notice
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