- Own the performance and development of the Customer Success team, setting clear expectations, conducting regular coaching and performance reviews, and building long-term capability across the team
- Define and own key CS/AM metrics, including NRR, retention, utilization, and renewal rates, establishing targets, tracking performance, and holding the team accountable to outcomes
- Report directly to senior leadership on team performance, account health, pipeline risk, and strategic priorities, bringing clear visibility and proactive recommendations to every conversation
- Lead the development and continuous improvement of CS playbooks, account management methodologies, and operational frameworks that drive consistency, execution quality, and scalability across the team
- Guide and coach CSMs through complex enterprise accounts, helping the team navigate multi-threaded stakeholder environments, high-stakes renewals, escalations, and strategic negotiations
- Oversee strategic account management across the enterprise portfolio, applying a strong understanding of CSR priorities and corporate partner goals to drive growth, renewal success, and maximum utilization
- Drive customer retention and expansion through proactive account strategy, executive-level engagement, and tight cross-functional alignment
- Serve as a strategic liaison between Customer Success and Sales, Product, Marketing, Supply, Content, and Operations, ensuring the voice of the customer shapes internal decisions and priorities
- Develop reporting infrastructure and operational visibility tools that improve forecasting accuracy, account governance, and leadership decision-making
LeadershipData AnalysisAccount Management+1 more