- 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.
- Partner with Account Executives to drive and support renewals and expansion using customer health, adoption, and outcome insights.
- Build and scale the customer advocacy programme.
- Lead, coach, and develop a team of 8 Customer Success Managers.
- Oversee customer success motions including success plans, health scoring, QBRs, and executive reviews.