• Define and implement the overall customer success vision and strategy to ensure alignment with company goals and revenue targets. • Primary executive level relationship holder and executive escalation point for insurance carrier and attorney clients. • Lead, manage, and scale a high-performing Customer Success team, fostering a customer-centric culture and coaching team members to deliver exceptional results. • Develop and execute proactive strategies to reduce churn, increase customer satisfaction, and identify upsell and cross-sell opportunities. • Establish and monitor customer health metrics (e.g., NPS, CSAT) to identify at-risk customers and implement strategies to mitigate churn while maximizing renewals. • Work closely with sales, product, and marketing teams to align customer success strategies with overall business objectives.