- Connect and simplify the CS tech stack including Planhat, Salesforce, Pendo, and Fluint.
- Design and implement an integration architecture in Planhat.
- Build proactive playbooks, alerting, and nudge workflows for CSMs and AMs.
- Develop customer health scores and early-warning processes for churn/expansion.
- Design operational blueprints for low-touch or tech-touch CS models.
- Maintain dashboards for portfolio health, engagement, and commercial risk.
- Produce renewal forecasting data and track GRR, NRR, and time to value.
- Standardize core CS processes such as value tracking and renewal workflows.
- Drive internal adoption of CS platforms and train team members.