- Improve renewal rates, drive cross-sell revenue, and optimize customer health metrics.
- Develop and execute strategies to retain and expand the mid-market customer base.
- Oversee the Mid-Market CS function, guiding a team of 6-8 Lead Research Advisors.
- Manage, mentor, and coach the team on performance, workload, and high-impact engagements.
- Serve as executive sponsor for key accounts to cultivate senior-level relationships.
- Maintain operational discipline regarding activity metrics, capacity planning, and Salesforce data hygiene.
- Collaborate cross-functionally with Product, Sales, Support, and Engineering to provide customer feedback.
- Partner with RevOps and leadership to refine customer journeys and scalable playbooks.
- Lead the team through change management, including championing AI tool adoption.
SalesforceAccount ManagementCustomer Success+1 more