- Build relationships with executive buyers, senior decision-makers, and stakeholders across customer accounts.
- Facilitate strategic discussions with customer leadership to mitigate risk and drive alignment.
- Initiate and own renewal strategy, narrative, and execution.
- Coordinate escalation resolution, flag risks early, and communicate through resolution.
- Define and track customer success metrics tied to business goals and validate outcomes.
- Drive adoption of retention-critical features and identify account expansion opportunities.
- Advise customers on workflows and review configurations to prevent data exposure risks or gaps.
- Own customer onboarding, training, and enablement documentation.
- Manage the implementation-to-CSM handoff and maintain account continuity.
- Bring customer feedback and insights to Product and Engineering, partnering with Sales and Support.
Project ManagementCross-functional collaborationCustomer Success