Note: The job is a remote job and is open to candidates in USA. Vertex Inc. is a company focused on delivering exceptional customer success through strategic partnerships. The Principal Strategic Customer Success Account Manager will serve as a trusted advisor to high-value accounts, leveraging AI-driven insights to enhance customer outcomes, drive retention, and identify growth opportunities.
Responsibilities
- Serve as the primary strategic relationship owner for high-value accounts, acting as a trusted advisor and escalation point for complex situations
- Own customer lifecycle outcomes, including value realization, retention (GRR), and expansion (NRR), aligned to customer business objectives
- Translate technical signals, adoption trends, and engagement data into clear business impact and executive-level insights
- Proactively leverage AI-generated insights, predictive health signals, and product usage data to identify risks, opportunities, and recommended actions
- Lead cross-functional 'path to green' plans for at-risk accounts and ensure mitigation execution
- Lead executive-level engagements, including business reviews, value realization checkpoints, and risk mitigation discussions
- Drive product adoption, sustained usage, renewals, and referenceability through outcome-based planning
- Identify and develop expansion opportunities aligned to customer value, partnering with Sales to influence pipeline development and deal progression
- Ensure alignment between high-touch engagement and AI-powered digital journeys to deliver continuous, proactive customer coverage
- Capture and elevate customer feedback, insights, and use cases to influence product strategy and overall customer experience improvements
- Lead and sponsor strategic initiatives to improve scalability, consistency, and customer outcomes
- Partner across teams to enhance customer experience and accelerate account growth
- Utilize Salesforce, Gainsight, and AI-enabled tools to document customer health, engagement, risks, and outcomes
- Balance customer needs with Vertex capabilities to drive sustainable, long-term outcomes
- Provide coaching and develop support to team members, where applicable
- Lead cross-functional driving accountability for outcomes without direct authority
- Establish best practices for AI-enabled customer engagement, value realization, and risk management
- Support workforce planning and portfolio strategy aligned to business priorities
- Contribute to initiatives that scale Customer Success coverage, improve operational efficiency, and reduce cost-to-serve
Skills
- 10+ years of experience, including 8+ years in Customer Success or related roles
- Experience managing strategic, high-value customer relationships
- Strong business acumen and ability to use data to manage risk and growth
- Strong communication, executive presentation, collaboration, and influencing skills
- Experience with Salesforce, Gainsight, or similar platforms
- Equivalent experience may be accepted in place of a degree
- Bachelor's degree in Business, Technology, or a related field
- Experience with AI-enabled or data-driven Customer Success models
- Familiarity with enterprise SaaS, ERP, or tax/compliance solutions
- Consulting or strategic advisory experience is preferred
- Understanding of value realization and customer-driven product strategy
Benefits
- This role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants
- Base pay offered to new hires may vary based upon factors including relevant industry and job-related skills and experience, geographic location, and business needs
- In no case will your pay fall below applicable local minimum wage requirements
Company Overview