Principal Customer Success Manager

Overview

At Protegrity, we lead innovation by using AI and quantum-resistant cryptography to transform data protection across cloud-native, hybrid, on‑premises, and open source environments. We leverage advanced cryptographic methods such as tokenization, format‑preserving encryption, and quantum‑resilient techniques to protect sensitive data. As a global leader in data security, our mission is to ensure that data isn’t just valuable but also usable, trusted, and safe.

Protegrity offers the opportunity to work at the intersection of innovation and collaboration, with the ability to make a meaningful impact on the industry while working alongside some of the brightest minds. Together, we are redefining how the world safeguards data, enabling organizations to thrive in a GenAI era where data is the ultimate currency. If you’re ready to shape the future of data security, Protegrity is the place for you.

Protegrity is seeking a passionate and talented Principal Customer Success Manager to join our Customer Success team.

This job is for you if

You are a senior, technically deep customer success leader who wants to operate where data protection, cloud‑native platforms, and AI converge.

Protegrity’s customers — some of the world’s largest banks, insurers, healthcare systems, and retailers — are at an inflection point: they are moving from our proven appliance‑based Data Security Platform (Enterprise Security Administrator, Data Security Gateway, and the classic protector family covering databases, applications, files, and big data) to a new, containerized, microservices‑based architecture. At the same time, they are adopting Protegrity AI Team Edition to secure GenAI pipelines, RAG, and agentic workflows with semantic‑preserving encryption, guardrails, anonymization, discovery, and synthetic data.

As a Principal Customer Success Manager, you will be the post‑sales trusted advisor who guides these enterprises through that journey — protecting the value they already get from tokenization, format‑preserving encryption, and field‑level policy, while unlocking new AI use cases on the same policy fabric. You will champion customer‑centric outcomes by working hand‑in‑hand with our architects, Support, Professional Services, Sales, and R&D to help customers build and execute roadmaps for comprehensive enterprise data security.

If you want a role where your technical depth compounds, where you can lead conversations from a CISO’s office down to a platform engineer’s terminal, and where what you build today becomes the blueprint for how Fortune 500 customers protect data in the AI era — this is it.

Responsibilities may include but are not limited to the following, organized around the Customer Success charter of retention, adoption, and advocacy:

Retention & Referenceability

• Own a portfolio of strategic customer accounts as a book of business, with accountability for gross retention, net retention, renewal readiness, customer health, and long‑term expansion across the installed base.
• Manage to ARR retention targets by building account plans, identifying renewal risk early, and driving proactive engagement strategies that increase product adoption, strengthen executive alignment, and reinforce business value before renewal cycles begin.
• Run structured at‑risk account playbooks for customers showing signs of churn, including low platform usage, unresolved support escalations, stalled onboarding, weak executive sponsorship, limited use‑case adoption, compliance gaps, or competitive displacement risk.
• Work with customers and Protegrity architects to develop and refine solution plans for customer deployments, and assist in their implementation in an advisory capacity — spanning legacy ESA/DSG/protector environments, the new containerized microservices platform, and Protegrity AI Team Edition.
• Help customers develop a roadmap for comprehensive data security across the enterprise — covering on‑prem, hybrid, multi‑cloud (AWS, Azure, GCP), data warehouses (Snowflake, Redshift, Databricks, Big Query), and AI/ML workloads — and assist them in executing it.
• Become the client advocate and a trusted…