- Build strategic, trust-based relationships with key customer stakeholders.
- Hire, mentor, and scale a team of Customer Success Managers across Pooled and Named segments.
- Design and implement scalable operational frameworks and SOPs.
- Develop and execute strategies to grow retention, reduce churn, and capitalize on upsell/cross-sell opportunities.
- Partner with the customer onboarding team to ensure value realization.
- Act as a key voice in shaping company customer success strategy.
- Define, track, and report key Customer Success metrics to executive leadership.
- Collaborate with Product, Sales, and Marketing to ensure a cohesive customer experience.
SalesforceAccount ManagementCustomer Success+1 more