• Own retention strategy and net revenue retention across the Commercial Compliance customer base. • Establish and oversee structured customer health monitoring, including risk identification and mitigation plans. • Lead executive-level engagement for priority and at-risk accounts. • Ensure strong transition from Implementation to Customer Success and Managed Services. • Implement and manage a standardized customer health scoring framework. • Establish governance cadence including QBRs, executive business reviews, and roadmap discussions. • Track and report on churn, renewals, support metrics, adoption rates, and time-to-value. • Provide executive-level reporting and insights to Commercial Compliance leadership. • Lead Customer Success Managers and Support personnel within the Commercial Compliance practice. • Define roles, accountability models, and performance expectations. • Establish structured processes for: Case management and escalations, Enhancement requests and product feedback loops, Managed services coordination, Regulatory updates and communications. • Drive operational improvements that reduce manual processes and increase scalability. • Partner with Implementation to ensure smooth onboarding and client stabilization. • Collaborate with Product Management to prioritize enhancements tied to regulatory changes and client needs. • Work with Engineering to manage escalations and delivery expectations. • Align with Compliance SMEs to support customer compliance questions. • Support Sales with reference clients, expansion opportunities, and renewal positioning. • Serve as executive sponsor for key enterprise accounts. • Engage directly with Compliance and Legal leaders at pharmaceutical and medical device companies. • Facilitate roadmap alignment discussions tied to regulatory changes and system enhancements. • Identify opportunities to deepen adoption of Transparency and Stakeholder Engagement solutions.