- Shadow-manage customer accounts during onboarding and implementation, aligning stakeholders and addressing risks to milestones or timelines.
- Lead the transition from implementation to steady-state operations, preserving customer context and continuity.
- Build relationships with executive and operational leaders and execute customer-specific Mutual Success Plans.
- Prepare and facilitate executive and quarterly business reviews, sharing value, adoption metrics, and product roadmap updates.
- Guide customers in adopting core and advanced product modules, and advise on workflows involving HRIS, payroll, and POS integrations.
- Monitor account health, platform telemetry, and support trends to identify churn risks and manage escalations.
- Partner with Account Managers ahead of renewals and qualify expansion opportunities for handoff.
- Coach other Customer Success Managers and contribute to playbooks, procedures, templates, and health-check practices.
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