• Lead and scale the Client Success Operations function. • Design, improve, and document processes for onboarding, support, renewals, and client programs. • Own the CS tech stack and partner closely with the Salesforce team to prioritize enhancements, test updates, and support deployments. • Build dashboards and operational reports that give leaders real-time insight into client health and team performance. • Partner with Data and Analytics to drive trend analysis, surface insights, and support strategic decisions. • Create training programs for new and existing team members, ensuring consistent adoption of tools and best practices. • Build and maintain the CS knowledge base, ensuring the team has clear and accessible resources. • Develop client communication programs, including newsletters, webinars, and in-app messaging. • Work closely with Sales, Marketing, and Product to align on client needs and operational readiness. • Help shape a culture of clarity, accountability, and continuous improvement across the Client Success organization.