• Own and optimize the Customer Success technology ecosystem, ensuring systems are integrated, scalable, and aligned with lifecycle processes • Administer and enhance CRM and Customer Success platforms while maintaining strong data governance and process integrity • Design and implement automation that improves efficiency, reduces manual work, and enhances the customer experience • Define and operationalize lifecycle workflows across onboarding, adoption, customer health monitoring, renewal, and expansion • Partner with Customer Success leadership to translate strategy into scalable operational frameworks and playbooks • Implement predictive customer health scoring and risk detection models using behavioral, engagement, and product usage data • Develop reporting frameworks and dashboards that provide visibility into key metrics such as GRR, NRR, churn risk, product adoption, and time-to-value • Deliver insights that inform renewal forecasting, expansion strategy, and resource allocation decisions • Align cross-functional processes and SLAs with Sales, Product, Support, and Finance to ensure seamless customer handoffs • Lead cross-functional projects that improve lifecycle execution, remove operational bottlenecks, and scale Customer Success processes • Evaluate and implement new tools, automation, and AI-driven capabilities that enhance customer lifecycle management • Establish governance, documentation, and best practices that support long-term operational scalability