• Own and scale the Customer Experience operating model across onboarding, adoption, retention, and expansion, including segmentation, capacity planning, and coverage design. • Operationalize health scoring, churn risk modeling, and lifecycle metrics to improve retention and NRR. • Drive rigorous renewal forecasting, pipeline integrity, and performance accountability with clear KPIs and inspection cadence. • Partner with Services leadership to establish delivery forecasting, utilization modeling, resource planning, and performance reporting as the organization scales. • Align roles, books of business, and resource allocation to ARR mix, complexity, and growth targets. • Lead strategy and administration of Gainsight and Salesforce, ensuring data integrity, integrations, automation, and scalable reporting to drive retention and expansion. • Deliver clear, data-driven narratives and performance insights to senior leadership. Lead preparation of executive reports, QBRs, and Board presentations that drive informed decision-making and business alignment. • Deliver proactive reporting, dashboarding, and analysis of performance, including pipeline health, territory effectiveness, capacity utilization, and coverage optimization. • Partner with Sales, Marketing, and Finance leadership to develop and operationalize strategies that enable the customer experience organization to scale effectively and achieve performance goals.