- Lead, coach, and develop a team of six Customer Success Managers.
- Own team performance metrics including retention, renewals, product adoption, and expansion.
- Establish scalable operating rhythms for account reviews, renewal forecasting, and health monitoring.
- Champion the adoption of AI and automation to streamline workflows and improve operational efficiency.
- Partner with Sales, Product, and Engineering to deliver an exceptional end-to-end customer experience.
- Serve as the primary escalation point for the SMB and Mid-Market segments.
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