- Recruit, mentor, and lead a high-performing team of CSMs across the globe fostering a culture of "Outcome-Obsessed" success.
- Partner with the Head of CSE & Head of FDE to bridge the gap between "Technical Success" and "Business Success", ensuring a seamless customer journey.
- Design and execute a scalable onboarding motion that drives new customer cohorts toward rapid production deployment and measurable business impact.
- Directly accountable for protecting and growing our Enterprise ARR.
- Implement and enforce a rigorous "Success Criteria" mandate, requiring customer-signed success plans with quantifiable KPIs.
- Personally engage with Director and C-level stakeholders at top-tier accounts to secure long-term partnership and alignment on the "Value Narrative."
- Optimize the "Internal Knowledge Transfer" (IKT) process ensuring Sales and Solutions Engineering provide needed "Value Discovery."
- Drive the team to achieve Time to First Value (TTFV) milestones, moving customers quickly through onboarding and enablement and into production.
- Partner with CSEs to manage the "Technical Red Flag" system, identifying architecture deviations and escalating business risk.
- Define a standardized renewal motion with fixed cadence, templated executive and commercial outreach, AI-driven health and churn scoring, and automated CSM nudges.
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