Principal Customer Success Manager (Federal)

Washington DC, DC
Full Time
Experienced

Role Summary

The Principal Customer Success Manager is a deeply experienced individual contributor responsible for leading DTEX’s most complex, high‑impact, and visible customer relationships. This role drives transformational outcomes for customers operating in global, regulated, or highly customized environments while building long‑term executive trust.

The Principal CSM operates with significant autonomy, leading large‑scale onboarding, deployment, and transformation programs in regulated, global, and highly customized environments. They are accountable for value realization and long‑term adoption, while building trusted executive relationships. In parallel, this role shapes Customer Success strategy, tooling, and operating frameworks through hands‑on experience with DTEX’s most complex customers.
 

Core Responsibilities:

Technical Leadership and Program Execution

  • Own and lead complex technical onboarding, deployment, and migration initiatives, including multi‑phase rollouts, integrations, and environment stabilization.
  • Serve as the main point of contact for the custoer post‑sale, driving alignment across Customer Success, Technical Success, Support, Engineering, Product, and Services.
  • Translate customer security, compliance, and operational requirements into clear implementation plans, success criteria, and architectural guardrails.
  • Proactively identify technical risks related to performance, scalability, interoperability, compliance, and data handling, and drive mitigation plans.
  • Lead customer escalations, working directly with Technical Success to isolate root causes and drive resolution.
  • Guide customers strategically through platform maturity, configuration optimization, and operationalization in production environments.

Strategic Customer Leadership and Executive Alignment

  • Own end‑to‑end account strategy for DTEX’s more complex and visible Federal customers.
  • Build and sustain trusted relationships with customer executives, security leaders, and technical stakeholders.
  • Lead executive‑level business reviews focused on outcomes, risk posture, platform maturity, and realized value.
  • Balance customer advocacy with technical and organizational realities, setting clear expectations and avoiding over‑commitment.

Growth, Retention, and Risk Management

  • Drive renewal outcomes through strong technical adoption, demonstrated value, and reduced operational risk.
  • Identify early indicators of adoption, technical, or value realization risk and intervene decisively.
  • Partner with Sales on expansion strategy, renewal positioning, and solution alignment based on customer maturity.

AI Fluency and Operational Efficiency

  • Leverage AI‑powered tools to improve efficiency, insight generation, and scalability across Customer Success workflows.
  • Use AI to accelerate data analysis, customer health assessment, risk identification, and executive reporting.
  • Contribute to the evaluation and adoption of AI‑enabled CS processes, tooling, and automation.
  • Apply AI responsibly and pragmatically, with awareness of data sensitivity, security, and compliance considerations.

Tactical Responsibilities:
  • Primary post‑sales contact delivering a consistent, value‑focused experience.
  • Run customer kickoffs, set roles, expectations, success criteria, and communication cadence.
  • Drive deployment momentum and early wins that prove value.
  • Guide adoption and outcomes through clear success plans and business reviews.
  • Partner with Sales to execute account strategy and expansion plays.
  • Identify and progress upsell and cross‑sell opportunities.
  • Maintain high satisfaction and manage risk to support renewal targets.
  • Coordinate and manage escalations across Support, Engineering, and Product to resolution.
  • Deliver concise status reports on health, progress, risks, and blockers.
  • Plan, lead, and document meetings with clear outcomes and follow‑through.
  • Use PlanHat to track health, manage workflows, and operate playbooks.
 

Qualifications

Required

  • Extensive experience leading complex post‑sales engagements in enterprise SaaS, security, or technology platforms.
  • Proven track record managing technically complex onboarding, deployment, and transformation programs.
  • Strong security domain knowledge, particularly in cybersecurity, insider risk, data protection, or adjacent fields.
  • Ability to lead cross‑functional technical teams and manage high‑stakes escalations.
  • Executive‑level communication skills, with the ability to translate technical complexity into clear business outcomes.
  • Strong program management skills and comfort operating in ambiguous, high‑pressure environments.

Preferred

  • Experience supporting global, regulated, or highly customized enterprise customers.
  • Hands‑on familiarity with security operations, compliance frameworks, or enterprise IT environments.
  • Experience contributing to Customer Success frameworks, tooling strategy, or operating model design.
  • Experience with Customer Success platforms such as PlanHat or Gainsight and CRM tools such as Salesforce.
  • Demonstrated use of AI tools to improve productivity, insight quality, or operational scale.

Level Expectations

  • Operates independently with executive trust and minimal oversight.
  • Sets the standard for strategic Customer Success execution.
  • Influences beyond assigned accounts to improve Customer Success effectiveness at scale.
 

Why Join DTEX

  • This role is ideal for someone who works independently to lead major onboarding, deployment, and transformation projects in regulated, global, and highly customized settings., and modern AI fluency to a fast‑growing cybersecurity company.
  • Impact at Scale – Drive the growth of a market-leading cybersecurity company.
  • Thriving Company Culture – DTEX fosters a values-driven environment prioritizing respect, inclusion, and collaboration.
  • Growth & Development – Opportunities for professional advancement and lifelong learning.
  • Flexibility – Hybrid or remote work options.
  • Comprehensive Benefits – Competitive compensation, equity participation, health and wellness benefits, and generous time-off policies.
 

About DTEX Systems

DTEX Systems is the global leader in Workforce Cyber Intelligence & Security. Our mission is to safeguard the digital workforce by detecting and mitigating insider risks, preventing data loss, and enabling secure innovation.

We empower organizations to protect their most valuable assets – their people, their data, and their intellectual property—without compromising privacy or trust. Our solutions provide unmatched visibility and context into workforce behaviors, helping enterprises stop insider threats, achieve regulatory compliance, and accelerate digital transformation securely. Learn more about DTEX Systems’ mission to proactively protect global organizations from insider threats at www.dtex.ai; LinkedIn DTEX: Overview | LinkedIn 

Our ideal customers include large, security-conscious organizations across financial services, critical infrastructure, technology, defense, and healthcare—where protecting sensitive data and ensuring compliance are mission-critical.

Joining DTEX means joining a passionate team working at the intersection of cybersecurity, intelligence, and trust. Together, we’re redefining how organizations protect their future.

DTEX Systems is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, gender, religion, sex, national origin, age, disability, or genetics. 
 
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. 

Exact compensation may vary based on skills, experience, and location. 
Base salary range (SF Bay Area): $140K-180K

 

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