• Lead and develop a high-performing Customer Success team, ensuring revenue and retention goals are met. • Own Net Revenue Retention (NRR) targets, proactively reducing churn and driving expansions. • Implement structured expansion strategies and optimize upsell/cross-sell opportunities. • Define and execute a structured expansion strategy, ensuring CSMs proactively identify and close expansion opportunities. Work cross-functionally with Sales & Marketing to optimize expansion playbooks. • Align with Sales, Product, and Marketing to champion the customer voice and maximize engagement. • Optimize customer journeys, enhancing onboarding, adoption, and long-term success. • Monitor customer health, proactively preventing churn and maximizing lifetime value. • Leverage data insights and customer feedback to drive continuous improvement. • Improve Net Promoter Score (NPS) by enhancing customer experience and advocacy. • Drive multi-year renewals, case studies, and scalable advocacy programs. • Enhance CS processes and automation to scale retention and expansion efforts.