• Design, implement and manage customer success workflows to drive efficiency and consistency in service delivery • Collaborate cross functionally to develop playbooks and standard operating procedures (SOPs) for onboarding, renewals, escalations and risk mitigation • Develop and maintain customer health scores and retention dashboards using tools like SurveyMonkey and Salesforce • Provide data driven insights to Customer Success Managers (CSMs) to proactively address churn risks and identify expansion opportunities • Create, track and report on all Managed Protection services to ensure clients are receiving maximum value • Own and optimize CS technology stack to enhance customer interactions and reporting • Work with Business Intelligence teams to integrate data sources and improve automation of key processes • Partner with our battalions to ensure a seamless customer experience from onboarding to renewal • Develop and deliver training and best practices for CSMs on tools, workflows and customer engagement strategies • Support leadership with quarterly business reviews • Additional responsibilities as assigned.