[Remote] Principal Strategic Customer Success Account Manager (AI Enabled, High-Touch)

Note: The job is a remote job and is open to candidates in USA. Vertex Inc. is a leading company focused on providing strategic customer success solutions. They are seeking a Principal Strategic Customer Success Account Manager to partner with their most strategic customers, driving value realization, retention, and growth through AI-driven insights and cross-functional collaboration.ResponsibilitiesServe as the primary strategic relationship owner for high-value accounts, acting as a trusted advisor and escalation point for complex situationsOwn customer lifecycle outcomes, including value realization, retention (GRR), and expansion (NRR), aligned to customer business objectivesTranslate technical signals, adoption trends, and engagement data into clear business impact and executive-level insightsProactively leverage AI-generated insights, predictive health signals, and product usage data to identify risks, opportunities, and recommended actionsLead cross-functional 'path to green' plans for at-risk accounts and ensure mitigation executionLead executive-level engagements, including business reviews, value realization checkpoints, and risk mitigation discussionsDrive product adoption, sustained usage, renewals, and referenceability through outcome-based planningIdentify and develop expansion opportunities aligned to customer value, partnering with Sales to influence pipeline development and deal progressionEnsure alignment between high-touch engagement and AI-powered digital journeys to deliver continuous, proactive customer coverageCapture and elevate customer feedback, insights, and use cases to influence product strategy and overall customer experience improvementsLead and sponsor strategic initiatives to improve scalability, consistency, and customer outcomesPartner across teams to enhance customer experience and accelerate account growthUtilize Salesforce, Gainsight, and AI-enabled tools to document customer health, engagement, risks, and outcomesBalance customer needs with Vertex capabilities to drive sustainable, long-term outcomesProvide coaching and develop support to team members, where applicableLead cross-functional driving accountability for outcomes without direct authorityEstablish best practices for AI-enabled customer engagement, value realization, and risk managementSupport workforce planning and portfolio strategy aligned to business prioritiesContribute to initiatives that scale Customer Success coverage, improve operational efficiency, and reduce cost-to-serveSkills10+ years of experience, including 8+ years in Customer Success or related rolesExperience managing strategic, high-value customer relationshipsStrong business acumen and ability to use data to manage risk and growthStrong communication, executive presentation, collaboration, and influencing skillsExperience with Salesforce, Gainsight, or similar platformsEquivalent experience may be accepted in place of a degreeBachelor's degree in Business, Technology, or a related fieldExperience with AI-enabled or data-driven Customer Success modelsFamiliarity with enterprise SaaS, ERP, or tax/compliance solutionsConsulting or strategic advisory experience is preferredUnderstanding of value realization and customer-driven product strategyBenefitsThis role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grantsCompany OverviewThe rapid changes taking place in today’s global business, technology, and regulatory environments are having a compounding effect on the complexity of indirect tax management and putting more pressure on the corporate tax function than ever before. It was founded in 1978, and is headquartered in Hudiksvall, Gavleborgs Lan, SWE, with a workforce of 1001-5000 employees. Its website is http://www.vedax.se/.