Job Description:
The Principal Strategic Customer Success Account Manager (CSAM) partners with Vertex’s most strategic customers to drive value realization, retention, and growth. This role serves as a trusted advisor, combining human judgment with AI-driven insights to proactively guide customer outcomes.
The Principal CSAM owns the end-to-end relationship across a portfolio of high-touch accounts, using predictive health signals and engagement data to identify risks, prioritize actions, and drive expansion. The role leads executive engagement and cross-functional collaboration across Sales, Support, Professional Services, Product Management, Research, Development, and Engineering to accelerate adoption, support renewals, and deliver a seamless customer experience.
This position focuses on delivering high-impact engagement at critical moments while enabling scale and consistency through AI-driven strategies.
Essential Job Functions & 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.
Supervisory & Leadership Responsibilities
- 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.
Required Qualifications
- 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.
Preferred Qualifications
- 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.
Other Qualifications
The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.
• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.
• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.
• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.
• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.
• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.
COMMENTS:
The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.
Pay Transparency Statement:
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.* The range displayed does not encompass the full potential of the role, which allows for further growth and career progression.
In addition, as a part of our total compensation package, this role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants.
Learn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.
*In no case will your pay fall below applicable local minimum wage requirements.
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