Principal Success Manager - Strategic Accounts

Who We Are Ontic provides software that helps corporate and government security teams identify threats, assess risk, and respond faster to keep people and organizations safe. Its AI-powered Connected Intelligence Platform unifies security operations and data into a centralized system of record, enabling organizations to conduct risk assessments, protect against workplace violence, and manage threats and incidents more efficiently. Fortune 500 companies and federal agencies rely on Ontic to support security programs such as executive protection, threat intelligence, and corporate investigations. Learn more at ontic.ai http://ontic.ai or follow us on LinkedIn https://www.linkedin.com/company/ontic-technologies/. Who You Are Ontic is seeking a Principal Success Manager to join our high-impact Client Success team to manage our Strategic accounts. This role is for someone passionate about building long-term client relationships, skilled in managing strategic and tactical engagements, and experienced with complex global enterprises including Fortune 500 companies. As a Principal Success Manager, you’ll be responsible for guiding our clients through their entire lifecycle post-sale, including implementation, onboarding, product adoption, executive engagement, renewals, and expansion. You will act as a trusted advisor, challenging the status quo and delivering strategic best practices that help clients maximize the value of the Ontic platform. This is a high-visibility role requiring strong executive presence, cross-functional collaboration, and a drive to shape both client outcomes and Ontic’s future. Key Responsibilities - Client Ownership & Engagement - Own the strategic relationship with a portfolio of high-value Fortune 500 clients - Serve as the main point of contact post-sale, ensuring alignment with client business objectives - Act as a strategic advisor and tactical partner, guiding clients through platform optimization and maturity - Value Realization & Adoption - Drive platform adoption, ensuring clients realize measurable business value - Proactively identify opportunities for Ontic to solve additional pain points and help clients scale their protective intelligence programs - Build success plans, map value drivers, and track ROI to strengthen business cases for renewal and growth - Strategic Guidance & Challenge - Lead high-level business reviews and success planning sessions with senior executives and cross-functional stakeholders - Challenge clients thoughtfully when needed—presenting data, trends, and best practices that guide better outcomes - Retention & Growth - Forecast, manage, and own renewals, ensuring seamless continuation of service - Partner with Sales to identify expansion opportunities and co-create account growth strategies - Track account health signals and proactively mitigate risks to retention - Cross-Functional Collaboration - Serve as the voice of the client internally, influencing product roadmaps, service offerings, and strategic initiatives - Collaborate with Product, Engineering, Sales, and Marketing to ensure a coordinated approach to client satisfaction and innovation - Operational Excellence - Contribute to scaling internal systems and workflows (e.g., SFDC, JIRA, Pendo) to drive efficiency and repeatability - Help define and refine playbooks, onboarding frameworks, and client communication models Preferred Qualifications - 10+ years in Customer Success, Strategic Account Management, or related roles supporting Fortune 500 or global enterprise clients, the last 3-4 years focused on delivery value to high profile strategic accounts - Proven track record of managing complex, high-touch client relationships and delivering strategic value - Strong executive presence with the ability to engage and influence C-suite stakeholders - Confident leading both strategic planning and hands-on tactical execution - Exceptional communication, facilitation, and presentation skills - Experience in SaaS platforms