- Bring an innovative, AI-first thought process to the customer experience organization.
- Design customer-centric processes that leverage AI for scalable, automated programs.
- Lead and scale all post-sale customer-facing functions: customer success, customer support, and onboarding/implementation.
- Build a world-class customer experience that enables rapid time-to-value, drives platform adoption, and ensures long-term retention and satisfaction.
- Implement a tiered customer engagement model that reflects agency size, complexity, and use case diversity.
- Establish and track key performance indicators (KPIs), including GRR, NRR, CSAT, time-to-value, etc.
- Implement scalable systems, tools, reporting, and processes with a focus on operational rigor and efficiency.
- Design customer health frameworks, account plans, and success playbooks to proactively manage risk and drive expansion.
- Serve as a strategic advisor to customers and internal stakeholders, representing the voice of the customer.
- Ensure that customers realize value as quickly as possible and maintain high satisfaction levels throughout their lifecycle.
- Champion the voice of the customer within the organization to enhance customer experience and outcomes.
- Create feedback loops with the Product team to inform roadmap priorities based on customer experience.
- Foster a culture of operational rigor, accountability, and mission-driven customer partnership.