- Own and drive GRR and NRR across the Brands customer base.
- Establish clear renewal readiness and risk management frameworks.
- Proactively identify churn and downsell risks and lead mitigation plans.
- Build and scale the customer advocacy programme.
- Lead, coach, and develop Customer Success Managers.
- Partner closely with Sales, Product, and Support to ensure a seamless customer experience.
- Deliver executive-level reporting on retention, expansion, and account health.