- Manage and mentor a pod of 3+ Client Success Managers with regular 1:1s and professional development mapping.
- Standardize and oversee the onboarding program for new CS hires.
- Design and optimize foundational CS frameworks including QBRs/EBRs, Mutual Success Plans, and health scoring models.
- Author and execute customer lifecycle playbooks for onboarding, growth, retention, and renewal.
- Serve as the strategic voice of the customer internally to inform product and engineering feedback.
- Manage a personal portfolio of complex, high-value accounts.
- Lead executive-level engagements, contract renewals, and business reviews for assigned accounts.
- Act as an escalation point for complex technical or relationship issues.
Data AnalysisPeople ManagementAccount Management+4 more