- Act as a conduit of success for the Customer Success team. Refine and continually improve customer relationships, retention, and their experience through meaningful process improvements.
- Manage the execution of onboarding, corrective action plans, technology rollouts, environment builds, and other technical projects— ensuring technicians and internal teams stay on task and on time.
- Use existing playbooks to manage project workflows, but also refine and scale them as you identify improvements.
- Identify issues early, propose mitigation paths, and escalate with clarity—not chaos.
- Create meaningful relationships across customer orgs (ilg/technical, operational, and executive) to ensure depth and stability in the account.
- Conduct structured quarterly business reviews, track KPIs, and clearly communicate outcomes, progress, and risks.
- Use internal dashboards and available data (ticket queues, backlog, VIP activity, escalations) to guide your priorities.
- Monitor health indicators and expand account value by identifying upsell opportunities and ensuring contract renewals.
- Lead, support, and hold team members accountable to deadlines and standards.
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