• Design and improve core CS workflows: onboarding, reporting, escalations, renewals, and risk management • Build playbooks and operating rhythms to eliminate tribal knowledge • Identify failure points and redesign processes before they impact customers • Own CS metrics and dashboards (health scores, retention, churn, SLAs) • Translate data into clear insights for leadership and execs • Partner with Finance and Revenue to connect CS performance to revenue outcomes • Own CS tooling and internal workflows (CRM, reporting, automation) • Partner with Product and Engineering to automate manual processes • Leverage AI and modern tools to improve accuracy, speed, and visibility