• Lead, coach, and develop a team of 5–6 Customer Success Managers responsible for enterprise and mid‑market customers • Establish consistent Customer Success operating standards across engagement, renewals, expansion, and risk management • Drive accountability for performance, outcomes, and professional development within the team • Ensure team alignment to XTIUM’s customer engagement model and service delivery expectations • Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) outcomes across the assigned portfolio • Oversee renewal strategy and execution, ensuring proactive planning, timely SOW delivery, and risk mitigation • Drive expansion through identification of upsell and cross‑sell opportunities across XTIUM’s managed services portfolio • Maintain accurate forecasts for renewals, churn risk, and expansion opportunities • Own customer satisfaction and NPS outcomes for the assigned portfolio • Analyze customer feedback, NPS results, and operational trends to identify improvement opportunities • Partner cross‑functionally to drive corrective actions and continuous service improvements • Ensure a consistent, high‑quality customer experience throughout the lifecycle • Serve as an escalation point for executive‑level customer issues and high‑risk accounts • Guide CSMs in building trusted relationships with customer executives (CIO, CTO, VP, Director level) • Oversee planning and execution of Quarterly Business Reviews (QBRs) • Ensure effective governance around major incidents, root cause analysis (RCA), and post‑incident communications • Partner with Operations and Service Delivery to ensure SLAs, scope, and service expectations are met • Collaborate with Finance on billing accuracy, revenue recognition, and change order governance • Provide input into service packaging, pricing models, and managed services strategy • Support go‑to‑market initiatives by ensuring Customer Success readiness and alignment