- Own overall retention and expansion targets and be personally accountable for NRR and churn outcomes.
- Own customer adoption (breadth and depth of usage).
- Coach, enable, and actively support the CS team to deepen accounts and reduce churn, including stepping into strategic accounts when needed.
- Lead, develop, and grow the Customer Success team as the company scales.
- Build and refine a scalable, repeatable Customer Success playbook, from onboarding through renewal and expansion.
- Define success plans, health scoring frameworks, and account management standards.
- Partner cross-functionally with Sales, Product, and Engineering to represent the voice of the customer.
- Maintain accurate customer health visibility and reporting in HubSpot or similar CRM tools.
- Proactively identify risk and opportunity, bringing forward thoughtful, actionable solutions to leadership.
- Hire and onboard future Customer Success talent as the team scales.
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