• Partner closely with Customer Success leadership to design, operationalize, and scale the post-sales customer lifecycle, including onboarding, adoption, value realization, renewals, and expansion • Own Customer Success systems and data infrastructure (Salesforce-centric), ensuring clean, accurate, and actionable data across accounts, users, and personas • Define, measure, and report on customer value, including customer-specific business outcomes, usage metrics, and health scoring • Build and maintain dashboards, reporting, and operational insights to support retention, expansion, and churn risk identification • Operationalize usage and adoption tracking by user persona, identifying opportunities to increase engagement and product stickiness • Partner with Sales, Product, and Finance to align on expansion, upsell, and renewal motions, ensuring seamless handoffs and clear ownership • Identify gaps, inefficiencies, and scaling challenges in CS processes, and lead initiatives to improve tooling, workflows, and automation • Serve as a strategic thought partner to CS leaders, helping translate strategy into execution through data, process, and systems