- Own gross and net revenue retention (GRR and NRR) across enterprise, mid-market, and SMB segments.
- Manage a team of 12 CSMs, 1 CS manager, and 2 support agents, including developing the management bench.
- Maintain executive relationships with the company's largest customers.
- Enforce weekly and monthly operating cadences including portfolio reviews, call coaching, QBRs, and onboarding execution.
- Lead cross-functional efforts with Sales for account handoffs and Product for feature feedback and escalations.
- Evolve coverage models and AI-assisted workflows to drive operational efficiency and scalability.