• Develop and implement customer success and growth strategies aligned with overall business objectives, focusing on customer retention, expansion, and satisfaction. • Lead and mentor a customer success team, including hiring, training, and performance management. • Ensure customer success processes are scalable and efficient to accommodate growth and changing customer needs. • Develop, implement, execute and track existing customer growth strategies and plans in conjunction with Account Owners. • Establish key performance indicators (KPIs) to track customer satisfaction, loyalty, and other relevant metrics, using data-driven insights such as Renewals Bookings, GRR, NRR, and Pipeline to drive continuous improvement and growth. • Develop and implement proactive retention strategies to identify and mitigate customer churn risks. • Analyze customer data and key performance indicators (KPIs) to identify trends, track progress, and make data-driven decisions. • Collaborate with sales, marketing, product, and other teams to ensure a unified customer experience and drive company-wide alignment on customer success initiatives. • Assist in mapping the customer journey, identifying pain points and opportunities for improvement, driving customer engagement throughout the lifecycle and cultivating customer advocates. • Gather and translate customer feedback into actionable insights for product development and service enhancements.