• Own, Write & Evolve the CS Playbook - Document & evolve the playbook for how the CS team operates - ranging from daily activities (e.g. how to use key Salesforce reports) to macro strategy (e.g. how to design an account plan that mitigates risk). Synthesize inputs from leadership across CS, Marketing, Product to create the source of truth “how to” document for CS. • Talk Tracks & Template Creation - Write content for the team to execute at scale. Examples include scripts for EBR slides, objection handling answers & email templates. • Synthesizing GTM Insights - Monitor campaigns (e.g. EBR’s, new product launches) and bubble up themes including customer feedback, which parts of materials are/aren’t resonating & training needs. Be fluent in the details (e.g. based on review of Gong, internal interviews), while also being able to package up insights/recommendations to the executive audience. • Asset Management - Maintain the database of GTM assets and information in Highspot. Thoughtfully organize to optimize usage, and rigorously update/prune content. • Information Funnel - Streamline the high-volume & diverse flow of information (GTM campaigns, operational best practices, technical product details) into digestible format & language. • Training - Design & conduct engaging training & maintain a 3-6 month training roadmap & in partnership with leadership.