• Drive Net Revenue Retention (NRR) through renewals, price uplift, expansion, and churn reduction • Ensure fast, high-quality time-to-value (TTV) through onboarding, education and training • Build a scalable, data-driven Customer Success model aligned to customer segments • Translate customer outcomes into predictable growth and long-term value • Deliver fast, quality customer support measured with OTD and FTR • Lead renewal strategy in partnership with Sales, including risk identification and mitigation • Bring sophisticated management and problem-solving skills to customer escalations, leading to the best possible resolutions • Establish proactive customer health scoring, success plans, and executive engagement motions • Own the end-to-end customer onboarding experience, from handover to go-live • Reduce time-to-value through standardized onboarding frameworks and success milestones • Work actively with Sales and prospects, guiding them on difficult implementation, technical, security, and infrastructure related questions around TraceGains solutions. • Own the customer training strategy, including onboarding, adoption, and advanced enablement • Build customer self-help content that accounts for learning preferences, improving customer experience and reducing TraceGains delivery costs • Lead and scale global customer support operations, delivering timely, high-quality issue resolution across all channels while consistently meeting SLAs, CSAT, and operational performance targets • Define and continuously improve support processes, systems, and knowledge assets, driving efficiency, consistency, and proactive issue prevention in close partnership with Product and Engineering • Have integrity, trust, and honesty: ability to fully engage in positive conflict of ideas and then fully committing to the course of action even if there is not 100% consensus • Lead, coach, and develop high-performing teams across his/her organization