- Lead and develop a Global CS Organization – Recruit, mentor, and manage a multi-layered team across NAM and EMEA.
- Own GRR and NRR Outcomes – Define and track KPIs, including product adoption rates, time-to-value, customer health scores, and NPS.
- Drive Product Adoption and Customer Value – Develop and execute strategies to ensure customers achieve critical adoption milestones and realize measurable business value post-onboarding.
- Build Scalable CS Processes – Implement tiered engagement frameworks, playbooks, and health scoring to efficiently support a growing customer base.
- Champion AI-Powered Customer Success – Drive adoption of AI and agentic AI capabilities across the CS org.
- Partner Cross-Functionally – Align closely with Account Management, Implementation, Support, Product, RevOps, and Customer Marketing.
- Champion Customer Advocacy – Serve as the voice of the customer internally, channeling actionable feedback to Product and Marketing.
- Manage Escalations – Oversee adoption-related escalations and drive timely resolution in collaboration with cross-functional stakeholders.
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