• Customer Success & Expansion Operations: Build and maintain capacity models to ensure the team is right-sized and focused on the highest-value accounts. • Analyze book-of-business distribution and make recommendations for reassignments or load balancing. • Identify churn risk early and develop workflows/playbooks to reduce avoidable churn. • Surface expansion opportunities using product signals, customer behavior, and account insights. • Create prioritization frameworks that guide CS/AM teams on where to spend their time. • Define KPIs, dashboards, and recurring operating cadences for CS and Expansion. • Systems, Tools & Technical Enablement: Self-serve Salesforce data, build reports/dashboards, and understand object relationships. • Write clear, technically informed business requirements documents (BRDs) for RevOps and Systems partners. • Collaborate on workflows, routing logic, and automation in tools like Salesforce, Pocus, and others. • Support development of customer signals and scoring frameworks. • Analytics & Insights: Conduct targeted analyses to understand churn drivers, segment performance, and expansion trends. • Build lightweight Excel models (capacity planning, churn analysis, segment health). • Turn data into actionable recommendations for AM/CS leadership. • Cross-Functional Leadership: Partner with CS, Account Management, RevOps, Product, Systems, and Exec stakeholders. • Lead projects from strategy → alignment → execution → rollout. • Simplify complexity and create structure in ambiguous, fast-moving environments.