Principal Customer Success Manager

The Customer Success group is the relationship management partner for our clients during the course of their partnership with CMT. As a member of Customer Success in the Sales organization, you will partner closely with Sales Executives to ensure growth and satisfaction with named accounts. You will be the primary point-of-contact for partners in the implementation phase starting from executed contract to go-live, and ensuring post-release success.

You will play a vital role in communicating the voice of the customer for internal prioritization and resource management.

CMT is looking for a collaborative, customer-committed, and creative Principal Customer Success Manager I to help us change the world. CMT has helped protect over 65 million drivers and prevent over 126,000 crashes worldwide. We build AI to solve some of the most difficult challenges in mobility — understanding and reducing risk, detecting crashes, and getting people life-saving help. The problems are hard.

The impact is real. No matter your role, your work will matter at CMT.

• Use independent judgment and discretion to partner with Customer Solutions and Sales to deliver and manage partner programs on time, within budget with best in class solutions
• Act as the primary point of contact for internal and external account communications
• Be the liaison between our clients and our engineers, QA, and product managers
• Conducts complex work aligned to organizational objectives with minimal-to-no supervision
• May coordinate activities of other peers as a project or technical lead
• Be the first level of triage between partner feature/enhancement requests and internal Engineering and Product groups
• Define business requirements, communicating with other groups within CMT on features and changes needed
• Risk mitigation for internal and external stakeholders
• Responsible for the sustainment and growth of the partner’s program base
• Responsible for partnering with Sales to increase partner engagement – by monitoring and reporting to partner specific business metrics that CMT monitors
• Complete any additional tasks as they arise

• Bachelor’s degree or equivalent years of experience and/or certification in a related field
• 7+ years of relevant professional working experience
• Proven track record of driving several, sophisticated programs
• Demonstrated success working across teams with the ability to synthesize what may appear to be contending priorities
• Tight-knit collaboration, planning, influencing, prioritization, and time management skills

• Fair and competitive salary based on skills and experience, and annual performance bonus
• Equity may be awarded in the form of Restricted Stock Units (RSUs)
• Medical, Dental, Vision and Life Insurance, matching 401k, short-term & long-term disability and parental leave
• Unlimited Paid Time Off including vacation, sick days & public holidays
• Flexible scheduling and work from home policy depending on role and responsibilities

• The base salary range for this position is: $103,000 to $128,700. This range is specifically for Cambridge, MA

• Work on a mission with real impact: crashes prevented, injuries avoided, lives protected around the world
• Join an industry leader — 65 million drivers protected, powering 140+ programs across 25 countries
• Recognized innovator in mobility AI, earning top honors including the TIME Industry Leader in AI, a Gold Edison Award, and the Artificial Intelligence Excellence Award for AI for Social Good. CMT is also Great Place to Work Certified
• Be part of the team inventing the future of mobility and road safety
• Move fast, own outcomes, do work that matters
• High ownership, small teams, and direct access to leadership — no layers between your work and its impact
• Unlimited PTO, flexible scheduling, competitive salary, annual performance bonus, RSUs, and full benefits including medical, dental, vision, and 401k match
• Summer Fridays provide team members with half days to recharge
• Join one of our employee resource groups:
  Black, AAPI, LGBTQIA+, Women, Book Club, and Health & Wellness
• Comprehensive wellness, education, and employee assistance…