- Lead, mentor, and develop a team of Customer Success Professionals through coaching, training, and performance feedback.
- Guide CSMs in managing their accounts and executing complex contract renewals, expansions, and upsells with Sales and other teams.
- Develop customer success strategies to improve satisfaction, retention, and expansion.
- Analyze customer data and health trends to mitigate churn risks and identify product and service improvement opportunities.
- Partner with Operations to design and test workflows for customer segments.
- Present team performance and customer insights to Director-level leadership with recommendations for improvement.
- Create and continuously improve customer success playbooks, best practices, and training materials.
- Manage workload distribution, capacity planning, and team resource utilization.
Team managementCustomer SuccessSaaS