- Own service quality, capacity, and performance across Customer Success and Matching.
- Set performance measures and turn customer and performance insights into priorities and action.
- Build and manage an improvement roadmap across process, technology, automation, and staffing.
- Partner with Product, Data, and Operations to test changes, measure results, and decide whether to scale, adjust, or stop them.
- Own and improve the end-to-end customer matching operation, including standards and measures for speed, completion, and quality.
- Own Customer Success operations across phone, email, SMS, and other channels.
- Improve routing, handoffs, escalations, and documentation so work reaches the right owner and customers receive timely support.
- Lead, coach, and develop team leads and individual contributors; set expectations and address performance issues.
- Strengthen hiring, onboarding, team routines, documentation, and backup coverage.
- Handle customer contacts and matching work during staffing gaps, urgent issues, or key learning periods, then return ownership to the team.
ReportingCustomer SuccessHubSpot