Principal Success Manager

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.

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, preferably with enterprise B2B or security-related solutions

• Consultative mindset with strong business acumen and problem-solving skills

• Familiarity with tools like Salesforce, JIRA, Gainsight, ChurnZero, and Pendo is a plus

• Added bonus would be experience in the corporate security space

• Willingness to travel up to 30%, based on business needs