• Lead, coach, and mentor a team of Customer Success Managers (CSMs), ensuring consistency in process, customer engagement, and delivery of value • Conduct regular 1:1s with CSMs to review accounts, provide feedback, and support career development • Oversee onboarding and training for new team members; build scalable training resources • Act as an escalation point for complex customer issues, providing guidance and resolution strategies • Monitor team performance against KPIs tied to NRR, customer health, and engagement • Drive alignment across Customer Success, Services, and Support to ensure smooth customer transitions and continuity of service • Maintain a select portfolio of customers, delivering the same high-touch success management expected of CSMs • Drive adoption, value realization, and customer satisfaction through regular engagement, consultative guidance, and proactive account planning • Identify opportunities for growth and expansion, contributing to account-level NRR • Conduct NPS follow-up conversations and translate customer feedback into actionable improvements • Serve as a trusted advisor to customers, ensuring alignment between their business objectives and our solutions • Contribute to the design and continuous improvement of Customer Success programs, playbooks, and processes • Provide monthly reporting to leadership on customer health, NRR trends, engagement, and NPS performance • Partner cross-functionally to close feedback loops, improve onboarding and training processes, and enhance the overall customer experience