The Role
We're looking for a seasoned presales solutions principal to serve as CustomerGauge's trusted advisor to midmarket and enterprise prospects and customers across North America. This is fundamentally a presales role: you'll own the technical side of complex, high-value sales cycles, earning the confidence of buyers through deep NPS and CX domain expertise, hands-on solution architecture, and a consultative approach that sets CustomerGauge apart from the competition.
You'll also carry ongoing responsibility for a portfolio of strategic accounts after close, ensuring customers continue to realize value and grow their investment over time. But your primary identity here is as a technical trusted advisor who wins deals; account management is how you extend and deepen those relationships, while developing your understanding of how we make customers successful; it's not a separate job.
You'll report to the CRO, with a dotted line to the Director of Strategic Account Management.
What You'll Do
Presales Consultant
- Bring genuine NPS and CX domain expertise into every conversation, connecting platform capabilities directly to measurable business outcomes that matter to the buyer
- Own the technical and CX-program side of sales cycles, leading discovery, solution architecture, proof-of-concept engagements, and executive presentations
- Partner closely with the sales team to shape and accelerate deals from a technical and domain standpoint, positioning CustomerGauge as the clear, credible choice
- Translate complex business and technical requirements into solution designs that hold up under scrutiny: integration architecture, data flows, program configuration, and implementation approach
- Help respond to RFPs and security questionnaires; support technical deep-dives with IT, data, and operations stakeholders - leverage expert team members as needed
- Engage at all levels of the prospect organization, from IT architects and program owners to the C-suite, with equal fluency
Strategic Account Management
- Transition closed accounts into long-term managed relationships and own the commercial relationship: renewals, upsells, and multi-year expansions
- Serve as the ongoing trusted advisor for a portfolio of strategic accounts, the person customers call when they need guidance
- Build and maintain executive-level relationships while staying connected to day-to-day program owners and champions
- Run executive business reviews that connect CustomerGauge outcomes to customer revenue, retention, and loyalty metrics
- Identify and manage risk proactively: surface churn signals early and build mitigation plans
- Collaborate with CustomerGauge services and executives to deliver win-win outcomes across the customer organization
- Represent the voice of the customer internally to influence product direction and roadmap priorities
What We're Looking For
- 10+ years of experience in presales solutions consulting, with additional account management or customer success responsibility, ideally in B2B SaaS
- Deep, hands-on expertise in NPS, customer experience measurement, or customer feedback programs; this is required, not a bonus; experience with Voice of the Customer (VoC) program design and implementation
- Proven ability to lead complex technical sales cycles at the enterprise level: solution architecture, integration design, RFP responses, and proof-of-concept engagements
- Demonstrated track record as a technical trusted advisor: prospects and customers seek your counsel on architecture, program design, and strategy
- Experience managing strategic accounts post-close: renewals, expansions, and executive relationships
- Comfortable owning commercial conversations and negotiating contracts
- Strong executive presence; equally effective in a technical deep-dive and a C-suite business review
- Exceptional communication and presentation skills; you make the complex feel simple
- Bachelor's degree required
Nice to Have
- Background in industries where CustomerGauge has strong presence: manufacturing, distribution, or enterprise technology
- Familiarity with Salesforce or similar CRM
Location
This role is remote, and we're ideally looking for someone based in Massachusetts, particularly Greater Boston. We'll consider well-qualified candidates on The East Coast, (EST) however. Proximity to a strong enterprise technology ecosystem and a concentration of CustomerGauge customers and prospects in the region makes Massachusetts the sweet spot for this role. Occasional travel is required to customer sites across North America and to our Amsterdam HQ.
