- Design and build the Customer Success organization from the ground up, including establishing KPIs, playbooks, and operating rhythms.
- Recruit, develop, and lead a high-performing team of Customer Success and Account Management professionals.
- Take executive ownership of customer relationships from contract signature through launch, adoption, renewal, and expansion.
- Work cross-functionally with Sales, Product, Operations, and Clinical teams to ensure smooth implementation and customer onboarding.
- Develop customer health scoring and early-warning systems to drive retention and expansion.
- Create and optimize CRM workflows, technology stacks, and automation to support scalable growth.
- Visit school districts and government client sites regularly for launches, trainings, and executive business reviews.
Change ManagementAccount ManagementRelationship management+1 more