• Own the tech-touch customer portfolio – Act as the primary owner for a defined base of tech-touch customers, ensuring strong adoption, engagement, and retention through scalable motions. • Design and launch tech-touch programs – Research, plan, coordinate, and execute tech-touch Customer Success service programs that drive onboarding, product adoption, renewal, and expansion. • Build segmented engagement approaches – Craft structured and segmented approaches to engaging customers and delivering self-guided success journeys tailored to different customer needs. • Deliver personalized experiences at scale – Help customers feel valued and supported through targeted communications, health scoring, usage triggers, and automated success plays. • Monitor customer health and risks – Track product usage, customer health signals, and risk indicators; proactively trigger the right lifecycle motions. • Identify and drive growth opportunities – Proactively detect expansion opportunities within the portfolio and actively drive them forward in close partnership with Sales. • Drive scalable CS excellence – Continuously improve playbooks, lifecycle programs, and automation initiatives that increase efficiency and customer impact. • Bring the voice of the customer – Aggregate patterns and feedback from the scaled customer base and share actionable insights with Product and Engineering. • Collaborate cross-functionally – Work closely with RevOps, Marketing, Product, and the broader CS team to continuously optimize the customer journey. • Continuously learn and grow – Build deep expertise in Customer Success, AI, and automation, preparing for future ownership of more complex customer segments.