• Develop and execute Customer Experience strategies by partnering with CX leadership to shape business plans and coverage models that improve customer outcomes and resource allocation • Lead annual planning for the Customer Experience organization, including headcount forecasting, investment proposals, and business case development to support growth and effectiveness • Identify and drive opportunities to improve Customer Success efficiency, scaling operations, aligning resources, and enabling productivity across Customer Success Architect, Customer Success Manager, and Customer Success Engineer teams • Analyze customer lifecycle performance, segmentation, and coverage models using BI tools, SQL, and spreadsheets to generate actionable recommendations and insights • Build, maintain, and improve executive reporting on key Customer Success metrics, delivering clear narratives and data visualizations that inform leadership decisions • Drive quarterly business reviews and planning cycles with Customer Success leaders, providing analytical support, strategic guidance, and follow-through on action items • Collaborate with Revenue Operations, Sales Operations, Finance, and Product teams to design and implement systems enhancements, process improvements, and scalable operating models • Create, refine, and present high-quality models, dashboards, and presentations that translate complex data into clear strategies for stakeholders at all levels