The Principal CSM is the most senior individual contributor in the Customer Success team and serves as the 2IC to the Head of Customer Success. This role combines a high-value enterprise account portfolio with functional leadership responsibilities - directing the cross-functional Cebu-based CSM team, acting as escalation point for the broader team, and contributing directly to CS strategy and operations. This is not a role for someone who wants to manage accounts and clock off. It is for someone who can hold enterprise relationships with confidence, think commercially, coach others, and step into the Head of CS seat when required.