• Develop and execute a comprehensive customer success strategy aligned with business objectives and revenue goals • Transform operations by implementing data-driven processes, playbooks, and success frameworks • Define and track key metrics (NRR, GRR, CSAT, NPS, product adoption, health scores) and use insights to drive continuous improvement • Partner closely with Sales, Product, Services and Marketing to ensure seamless customer journey and advocate for customer needs • Build a high-performance culture focused on customer outcomes, accountability, and continuous learning • Establish clear goals, performance metrics, and career development paths for team members • Lead a team of four customer success and customer support representatives • Optimize customer segmentation, engagement models, and resource allocation strategies • Implement and refine CS technology stack (CRM, CS platforms, analytics tools) to improve efficiency and insights • Create scalable onboarding, adoption, and expansion playbooks that drive consistent customer outcomes • Establish early warning systems and intervention strategies to reduce churn and identify expansion opportunities • Own executive relationships with key accounts and serve as an escalation point for complex customer situations • Conduct regular business reviews and strategic planning sessions with customers • Gather customer feedback and insights to inform product roadmap and go-to-market strategies • Serve as the voice of the customer internally, advocating for improvements across the organization