- Lead, mentor, and inspire a team of Customer Success Managers by providing structured coaching and clear expectations.
- Establish clear expectations and KPIs aligned to retention, expansion, customer health, and strategic impact.
- Serve as a trusted advisor and escalation point for key accounts.
- Build strong partnerships with Sales, Product, Engineering, and Support to drive cross-functional alignment.
- Design and evolve scalable playbooks, engagement models, and reporting systems.
- Support high-stakes accounts and model best practices while empowering team leadership.