• Leads strategy, operations, and continuous improvement for low-touch and digital-touch client segments • Oversees and optimizes digital engagement journeys, self-service enablement programs, and client success operations • Collaborates with Senior Management, Client Success leadership, Product, Support, and Operations to drive a consistent, proactive, and value-oriented client experience • Develops customer management strategies that operationalize quarterly business reviews and benchmarking of business results • Drives Customer Success and influences future lifetime value through product adoption and customer satisfaction • Initiates new business growth through advocacy and reference-ability • Defines, maps, and optimizes the customer journey through the full customer lifecycle • Creates and standardizes interventions for each point in the journey; identifies opportunities for continuous improvement • Develops trusted advisor relationships with key customer stakeholders • Designs and executes standard processes to support customer loyalty and operational success • Mentors, trains, and develops a team of Enterprise Account Management professionals