• Own and drive Customer Success’s most critical operational and strategic initiatives end-to-end. • Optimize processes, workflows, and systems to ensure scalability while maintaining a high-quality customer experience. • Lead training and onboarding programs for Customer Success Managers to drive consistency and excellence. • Identify, implement, and optimize tools that improve efficiency and visibility across Customer Success (e.g., CRM and CS platforms). • Establish forecasting and demand planning models to ensure appropriate resourcing. • Define, track, and report on key performance metrics to measure Customer Success effectiveness and outcomes. • Ensure data integrity across systems to support accurate reporting and decision-making. • Manage and develop a world-class team of Customer Success Operations leaders, fostering a collaborative and high-performing culture. • Partner cross-functionally to define strategy, prioritize initiatives, and drive alignment across the organization.