• Create, improve, and streamline Customer Office processes, focusing on scalability and driving outcomes for both our customers and the Customer Office organization. • Own the Customer Office technology stack strategy, including end-to-end ownership of Planhat, to continuously configure, optimize, and evolve the system to align with Customer Office and broader business strategy. • Design and maintain customer lifecycle stages, health scores, playbooks, alerts, dashboards, and automated workflows within Planhat to enable proactive engagement, risk mitigation, and growth. • Define, monitor, and continuously evolve Customer Success KPIs, health metrics, and leading indicators using Planhat and supporting systems. • Leverage data and insights to identify operational gaps, prioritize initiatives, and measure the impact of Customer Success programs on retention, expansion, and overall customer health. • Provide executive-level insights and recommendations to Customer Office leadership based on trends, risks, and performance. • Partner with Systems, Data, Operations, and IT teams to ensure accurate integrations, strong data hygiene, and reliable reporting & workflows across CS tech stack (ex. Salesforce, Planhat, etc.) • Drive and govern Planhat adoption across Customer Success teams through embedded workflows, clear standards, accountability, and measurable usage. • Partner cross-functionally with Product, Operations, Enablement, and other internal teams to drive continuous improvement of the end-to-end Customer Experience. • Develop and maintain operational documentation, SOPs, and execution guides that support consistency, clarity, and scalability across the Customer Office. • Own the Customer Office Operations roadmap, balancing short-term business needs with long-term scale and strategic priorities. • Lead complex, cross-functional operational initiatives as needed, closing gaps and addressing evolving business needs.