Remote Principal Customer Success Manager in Surrey

The Principal Customer Success Manager (CSM) plays a mission-critical role in empowering Seeq’s most strategic customers to transform how they work and realize the full value of their investment in Seeq. Our focus within Customer Success is to retain and grow, delight, and deliver measurable value across the customer lifecycle. Seeq is in scale-up mode with rapid growth. The ideal candidate has experience building customer success motions in fast-growing environments and working with advanced analytics or industrial intelligence platforms sold and implemented in manufacturing.

Key Responsibilities:

• Own the renewal and commercial strategy for your portfolio, including early and proactive risk identification, mitigation plans, and expansion strategies (upsell, cross-sell, and land-and-expand to new sites, business units, or partner companies).
• Collaborate closely with the account team (Sales, Services, Partners) to build and execute comprehensive account plans, including whitespace analysis, multi-year expansion roadmaps, and executive sponsorship alignment.
• Act as the senior escalation point for high-risk and high-visibility situations, driving coordinated response plans, communicating effectively with executives, and ensuring we emerge stronger in the relationship.
• Translate customer feedback and emerging needs into prioritized requirements and feature enhancement recommendations for Product and Engineering, with clear business justification and expected impact.
• Champion the “voice of the customer” within Seeq by contributing to roadmap discussions, beta programs, advisory boards, and strategic initiatives focused on the manufacturing and industrial analytics domain.
• Mentor and coach other CSMs and cross-functional teammates, sharing best practices in strategic account management, value realization, executive communication, and risk management.
• Use customer health indicators, product usage data, and leading/lagging metrics to continuously assess account performance, identify patterns, and adjust strategy and engagement models as needed.
• Systematically document account strategies, risks, and opportunities in our internal systems to ensure transparency, continuity, and alignment across teams.
• Contribute to the design and continuous improvement of Customer Success processes, playbooks, and tooling to increase scalability and consistency across the organization.

Qualifications:

• 8+ years in customer-facing roles for B2B SaaS or industrial intelligence platforms serving multinational or industrial/manufacturing organizations, with a strong track record managing complex enterprise accounts; prior Senior/Strategic CSM or equivalent experience strongly preferred.
• Deep experience in process manufacturing industries, able to simplify complex technical and analytical concepts for non-technical stakeholders while maintaining credibility with expert users.
• Comfortable operating with high autonomy in ambiguous, fast-changing environments, setting direction for your portfolio and influencing internal priorities without formal authority.
• Willingness to travel as needed to support strategic customer relationships and key account milestones.
• Bi-lingual or multi-lingual strongly preferred: English, French, Spanish.

Seeq is a remote-first company founded by serial entrepreneurs. Our executive team and board of directors have extensive experience with successful startup ventures in high-growth environments. We are founded on the idea that companies need better solutions for quickly and easily getting business insight from their industrial process data. Our mission is to provide software and services that convert that data into meaningful information that the business can use to improve profitability.

The Perks of Working at Seeq:

• Competitive salary plus bonus incentives
• 12-week paid Seeq family leave
• Unlimited PTO
• Internet and mobile phone reimbursements
• Medical benefits
• Group term life insurance
• Short-term and long-term disability insurance pre-tax benefits
• Voluntary vision and dental (ortho)
• Vacation bonus program
• Employee Assistance Program
• Generous home office allowance
• Pet-friendly workspace

Seeq provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. You must be authorized to work in the country in which you reside. Seeq does not sponsor US F1 or H-1B work visas.