• Develop and execute the Client Success strategy aligned with organizational goals. • Champion a client-first philosophy to drive client satisfaction, retention, and expansion. • Partner closely with Product, Implementation, Support, Commercial, and Training teams to ensure a unified client experience. • Establish departmental KPIs, reporting cadences, and dashboards that measure success and guide decision-making. • Represent client trends and insights to executive leadership, influencing roadmaps and business priorities. • Lead, mentor, and grow a team of Client Success Managers (CSMs), Senior CSMs, and other success-focused roles. • Create a high-performance culture grounded in ownership, collaboration, and continuous improvement. • Oversee hiring, onboarding, skills development, coaching, and performance evaluations. • Ensure consistency, quality, and scalability in client interactions and processes. • Own the end-to-end post-implementation client lifecycle, including onboarding transitions, adoption and retention. • Establish standardized playbooks, workflows, success plans, and client-facing materials to ensure consistent delivery. • Ensure CSMs proactively monitor health metrics and mitigate risks to client satisfaction and retention. • Oversee business reviews, health checks, and long-term value realization strategies. • Drive operational excellence by eliminating friction, improving processes, and strengthening cross-team coordination. • Act as senior point of escalation for complex client issues, partnering internally to drive timely resolution. • Use data and insights to demonstrate ROI, influence strategic conversations, and elevate the client’s voice. • Ensure clients receive the training, resources, and support needed to fully integrate our products into their workflows. • Partner with Account Management to prepare for renewals, expansions, and executive presentations. • Collaborate with Implementation on seamless handoffs and readiness for ongoing adoption. • Partner with Product and Engineering to surface client insights, feature requests, and prioritization needs. • Work with Support to ensure ticket trends, pain points, and workflow improvements feed into broader success strategies. • Align with Marketing and Commercial teams on case studies, storytelling, messaging, and product positioning.