• Lead and scale the global Customer Success organization to drive customer adoption, retention, expansion, and long-term value. • Define and execute Customer Success strategy across the entire customer lifecycle, including onboarding, adoption, value realization, and growth. • Build, mentor, and develop a high-performing team of Customer Success Managers and leaders, fostering a culture of customer advocacy and accountability. • Establish customer success frameworks, engagement models, and best practices that enable consistent delivery of customer outcomes. • Own customer health strategy, risk management, and success planning to proactively identify opportunities and mitigate churn. • Partner closely with Sales to support expansion opportunities and ensure predictable and successful renewals. • Collaborate with Product and Engineering to represent the voice of the customer and influence product roadmap and innovation. • Work with Marketing to develop customer advocacy, reference, and engagement programs. • Drive cross-functional alignment across Sales, Product, Marketing, and Support to ensure a seamless and consistent customer experience. • Establish metrics, reporting, and forecasting that provide visibility into adoption, retention, and customer value realization. • Serve as a senior customer advocate and escalation point for strategic accounts and critical customer issues. • Continuously refine customer success processes, playbooks, and tools to scale customer impact in a high-growth environment.