Principal Customer Success Manager

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

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

• 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 advisor for the client for all their data security needs, including the evolving conversation around AI governance, post‑quantum readiness, and data‑centric security strategy.
• Develop productive relationships with stakeholders from CISO, CDO, and Head of Data/AI down to platform engineering and security operations, and manage the needs, requests, and communications across that spectrum.
• Maintain knowledge of industry trends and technology developments relevant to customer and programmatic space — including AI security, agentic workflows, quantum‑resilient cryptography, and evolving compliance regimes (PCI DSS, HIPAA, GDPR, DORA).
• Be a single point‑of‑contact for process, interlocks, communications, and technical issues for customers.
• Identify and promote the need for additional Professional Services, particularly around appliance‑to‑containerized modernization projects and AI Team Edition rollouts.
• Work with Support, Services, and Training to ensure smooth onboarding of new customers, and to onboard existing customers onto new product editions and form factors.
• Review client requests with Technical Support or Product Management and take action as necessary; act as the structured voice of the customer back into Product and Engineering on the containerized platform rollout, AI Team Edition tech preview, and longer‑term roadmap priorities.
• Schedule regular reviews with clients (QBRs and architecture reviews) to ensure best use of our products — going beyond status reporting to quantify risk reduction, audit savings, AI time‑to‑value, and data usability gains.
• Develop, prepare, and nurture customers for advocacy — references, case studies, analyst briefings, and speaking opportunities at Protegrity events.

• Lead customers through the transition from appliance‑based Protegrity (ESA, DSG, classic protectors) to the new containerized, Kubernetes‑native microservices architecture — co‑authoring migration plans with Product, Solutions Engineering, and Professional Services, and de‑risking re‑platforming of production tokenization, encryption, and policy workloads with zero regression in…