- Define the CSM operating system, including customer tiers, coverage models, health signals, and review cadences.
- Manage, coach, and raise the bar for the CSM team to become growth-oriented generalists.
- Own strategic account quality by ensuring clear account planning and product adoption strategies for top accounts.
- Partner with TAM, Support, Sales, and Growth Advisory to clarify team handoffs and roles.
- Transform recurring customer issues into scalable assets like playbooks, templates, and documentation.
- Define and improve metrics for product adoption, account health, and renewal/expansion influence.
Data AnalysisAccount ManagementTeam management+2 more