Principal Customer Success Manager (817)

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

Responsibilities

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; Run structured at-risk account playbooks for customers showing signs of churn; Work with customers and Protegrity architects to develop and refine solution plans for customer deployments; Help customers develop a roadmap for comprehensive data security across the enterprise; Become the client advocate and a trusted advisor for the client for all their data security needs; Develop productive relationships with stakeholders from CISO, CDO, and Head of Data/AI down to platform engineering and security operations; Be a single point-of-contact for process, interlocks, communications, and technical issues for customers; Identify and promote the need for additional Professional Services; Work with Support, Services, and Training to ensure smooth onboarding of new customers; Review client requests with Technical Support or Product Management and take action as necessary; Schedule regular reviews with clients (QBRs and architecture reviews); Develop, prepare, and nurture customers for advocacy; Lead customers through the transition from appliance-based Protegrity to the new containerized, Kubernetes-native microservices architecture; Drive adoption of Protegrity AI Team Edition; Mentor and uplevel peers in the Customer Success organization

Requirements

Energetic, motivated, and self-driven to learn and master new technology; 10+ years overall IT experience in Customer Success, data analytics, application development, or enterprise software, with at least 5 years as a technical consultant, technical project manager, solutions architect, or customer success/technical account manager; Consulting or solutions architecture experience with strong customer-facing skills is highly desirable; Hands-on experience with multiple RDBMS systems (DB2, Oracle, MS-SQL, PostgreSQL) and/or modern data platforms (Snowflake, Databricks, Redshift, BigQuery, Hadoop); Strong SQL programming and scripting skills; Solid working experience with Linux/Unix-based operating systems (RHEL, SUSE, Solaris, AIX) and Windows; comfortable in CLI environments; Solid understanding of at least one major cloud platform (AWS, Azure, or GCP) and working knowledge of DevOps and containerization (Docker, Kubernetes, CI/CD pipelines); Demonstrated track record of retaining and growing large enterprise customers, including ownership of multi-year, 7-figure renewals and expansion within strategic accounts; Excellent verbal and written communication skills; ability to lead conversations at a senior management level and translate deep technical concepts into business outcomes; Strong analytical and strategic thinking; ability to identify opportunities and transform them into action across cross-functional teams and all levels of management; Ability to manage multiple projects, track details, and travel up to 30–40% as needed; Bachelor's degree in a related field or equivalent education / experience required; Must consent to and pass a Background Investigation

Nice to have

Direct experience with data protection, privacy, or data security technologies — tokenization, format-preserving encryption, key management, DLP, or data governance (e.g., Protegrity, Thales, Voltage, Immuta, BigID, Privacera, Collibra); Experience supporting AI/ML or GenAI workloads in production — RAG, agentic workflows, LLM guardrails, or responsible-AI tooling — and familiarity with frameworks such as LangChain, LlamaIndex, or hyperscaler offerings (Bedrock, Azure OpenAI, Vertex AI); Background in highly regulated verticals (Financial Services, Insurance, Healthcare, or Retail) with working knowledge of PCI DSS, HIPAA, GDPR, or DORA

Benefits

Competitive salary and comprehensive benefits; Generous vacation and holiday time off; Access to ongoing learning & development