• Own success outcomes for a portfolio of small-to-mid market customers, delivering value primarily through tech-touch and one-to-many engagement models • Design, build, and deploy repeatable customer success playbooks across key lifecycle stages (onboarding, adoption, renewal readiness, and expansion signals) • Define success criteria for scaled programs and measure their effectiveness using engagement, adoption, retention, and health metrics • Leverage customer success platforms and CRM systems to automate outreach, trigger interventions, and prioritize customer actions at scale • Guide customers toward value realization by promoting standardized best practices, proven AI use cases, and common success patterns • Monitor product usage, health indicators, and customer signals to proactively identify risk and opportunity across the segment • Deliver clear, value-driven communications through digital channels such as email, in-app messaging, webinars, and enablement content • Manage renewals and partner with Sales to support expansion motions by surfacing insights, risk indicators, and growth opportunities • Collaborate cross-functionally with Product, Support, Enablement, and Marketing to improve scaled customer journeys and reduce friction • Support the creation of customer advocates through scalable programs such as webinars, case studies, and reference initiatives