As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry’s largest data sets, we help advisors/advisers and agents to transform paper and manual operations into a secure, seamless digital experience – from proposal to commission– so they can help better secure the financial futures of their clients. At iPipeline, you’ll play a major role in helping us to provide best-in-class, transformative solutions. We’re passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion. We’re proud that we’ve been recognized as a repeat winner of various industry awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK. We believe that the culture we’ve built for our nearly 900 employees around the word is exceptional and we’ve created a place where our employees love to come to work, every single day. Come join our team! About iPipeline Founded in 1995, iPipeline operates as a business unit of Roper Technologies (Nasdaq: ROP), a constituent of the Nasdaq 100, S&P 500®, and Fortune 1000® indices. iPipeline is a leading global provider of comprehensive and integrated digital solutions for the life insurance and financial services industries in North America, and life insurance and pensions industries in the UK. We couple one of the most expansive digital and automated platforms with one of the industry’s largest data libraries to accelerate, automate, and simplify various applications, processes, and workflows – from quote to commission – with seamless integration. Our vision is to help everyone achieve lasting financial security by delivering innovative solutions that connect, simplify, and transform the industry. iPipeline is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status. We are committed to building a supportive and inclusive environment for all employees. This is an office-based position. We are seeking a highly experienced Principal Customer Success Manager to ensure our clients achieve maximum value from our products and services. This role is both strategic and hands-on, requiring an expert who can shape customer success practices, mentor a team, and act as a trusted advisor to clients. The successful candidate will bring deep industry knowledge, advanced problem-solving skills, and a proven track record of driving retention, growth, and long-term client partnerships. Customer Success Team Establish best practices, frameworks, and methodologies for client onboarding, adoption, and long-term success. Provide coaching and development to team members, encouraging innovation, ownership, and continuous improvement. Client Engagement & Retention Act as a consultative partner to key clients, ensuring they derive maximum value from their investment. Proactively engage with clients to guide them through the post-sale journey —from adoption to optimisation and renewal. Identify opportunities for client expansion and upsell, working closely with sales and account management colleagues. Serve as the escalation point for complex client challenges, ensuring quick resolution and maintaining strong relationships. Strategy & Collaboration Partner with sales to define and deliver a customer development and retention strategy aligned with business objectives. Collaborate across technology, marketing, product, training, and support to ensure a seamless, high-value customer experience. Contribute to the overall function strategy, influencing business priorities and ensuring customer success is central to company goals. Thought Leadership & Expertise Maintain a deep understanding of customer industries, market dynamics, and emerging needs. Provide thought leadership and insight into customer success best practices, driving innovation and continuous improvement. Lead initiatives and projects of strategic importance, with responsibility for outcomes that have a significant impact on the business. Experience & Skills Demonstrable experience in customer success, account management, or client-facing leadership roles within financial services, fintech, or SaaS. Recognised as a subject matter expert, with a record of influencing function-wide strategy. Advanced problem-solving skills with the ability to anticipate issues and design creative solutions. Strong track record in client retention, upsell, and satisfaction, with measurable outcomes. Excellent stakeholder management skills, able to collaborate across functions and influence at senior levels. Qualifications Bachelor’s degree required; Master’s degree (MBA or equivalent) preferred. Professional qualifications in account management, leadership, or customer success are desirable. We offer a competitive compensation and benefits package, opportunities for career growth, Pension plan with company-matched contributions, generous time off and flexible work/life balance, an employee wellness program, and an awards and recognition program – all in a creative, fast-growing, and innovative company.