Updated 18h ago

Customer Success Manager, Principal at Cielo Projects · globalremotely

Company Description

WHO WE ARE

Velotic is a newly-formed independent software company with a pure-play focus on industrial operations. We unite two category-defining portfolios -- ThingWorx and Kepware (formerly part of PTC) and Proficy (formerly part of GE Vernova) -- to transform industrial manufacturing, at scale. With $350M in annual revenue, a global footprint across a range of industries, a legacy customer base, and our intelligent data connectivity systems and AI solutions, we are one of the world's largest independent software companies focused on industrial operations -- here to power the future of manufacturing.

OUR MISSION

Enabling the world's industrial producers to do the right things right—across every shift, every plant, every day. We help manufacturers prosper by equipping them with software-defined, data-driven production systems that elevate quality, accelerate cycle times, improve resilience, and enable sustainable profit growth.

WHY THIS IS A ONCE-IN-A-CAREER OPPORTUNITY

Lead in a market undergoing significant disruption and growth from cloud migration to edge intelligence to AI-powered industrial automation.
Join a culture defined by ambition, authenticity, speed, teamwork, and the belief that manufacturing can meaningfully improve the world.
Competitive benefits, compensation and long-term impact on how the world’s industrial companies operate, automate, and innovate.

Job Description

ROLE SUMMARY

Under the leadership of the Director of Customer Success Management, we are hiring a Principal Customer Success Manager to support the Customer Success Management team. This role is critical to ARR growth and retention and will be responsible for customer advocacy, account management, and churn prevention.

KEY RESPONSIBILITIES

Lead executive-level customer engagement across a portfolio of strategic accounts, establishing trusted advisor relationships with senior business and operational stakeholders to drive long-term customer value and success.
Own and orchestrate the post-sale customer lifecycle, including complex account transitions, executive governance programs, success planning, risk management, renewal strategy, and identification of growth and expansion opportunities.
Drive customer adoption and business transformation initiatives through effective change management practices, ensuring alignment between customer objectives and solution realization.
Serve as the senior customer advocate and strategic quarterback across Sales, Professional Services, Solutions Consulting, Product, Support, and partner teams to resolve complex business challenges and accelerate customer outcomes.
Develop and deliver executive business reviews, governance frameworks, success metrics, and outcome-oriented recommendations that demonstrate measurable business impact.
Analyze customer, product, and business performance data to identify trends, mitigate risk, influence strategic decisions, and drive continuous value realization.
Drive accountability across internal and customer stakeholders against defined business objectives, success plans, KPIs, and contractual commitments.

Qualifications

REQUIRED QUALIFICATIONS

Experience in manufacturing, engineering, or other technical field is preferred
Proven success managing complex enterprise customer relationships, including executive-level stakeholder engagement, executive governance programs, strategic account planning, renewal management, and expansion strategy development.
Demonstrated ability to lead customers through organizational change, adoption initiatives, digital transformation efforts, and cross-functional business process improvements.
Strong executive communication, presentation, negotiation, and influence skills, with the ability to engage effectively with C-suite and senior leadership audiences.
Experience managing high-value customer portfolios with significant business complexity, multiple stakeholder groups, and competing priorities.
Strong analytical and problem-solving skills with the ability to translate data into strategic recommendations and measurable customer outcomes.
Ability to operate independently, exercise sound judgment, and lead through ambiguity in a rapidly scaling and evolving environment

EDUCATION AND EXPERIENCE