• Own the end-to-end Client Success strategy, including onboarding, adoption, engagement, renewal, and expansion. • Build, lead, and develop a high-performing team of Client Success Managers, including hiring, coaching, performance management, and career development. • Establish clear goals, KPIs, and operating metrics for Customer Success, with a strong focus on retention, customer health, and long-term account growth. • Serve as a senior, strategic partner to key customers, acting as an executive sponsor and trusted advisor for priority accounts. • Design and continuously improve CS processes, playbooks, and workflows to support a growing and increasingly diverse customer base. • Partner cross-functionally with Sales on renewals and expansions, with Product on customer feedback and roadmap input, and with Marketing on customer storytelling and advocacy. • Build scalable systems for gathering, synthesizing, and operationalizing customer insights to inform product and business decisions. • Represent the voice of the customer internally, ensuring customer needs, challenges, and opportunities are reflected in company priorities.