• Bring an innovative, AI-first thought process to our customer experience organization. Design customer-centric processes that leverage AI, not just for efficiency gains, but as a core driver of scalable, automated programs that delight customers. • Lead and scale all post-sale customer-facing functions: customer success, customer support, and onboarding/implementation. • Build a world-class customer experience that enables rapid time-to-value, drives platform adoption, and ensures long-term retention and satisfaction. • Implement a tiered customer engagement model that reflects agency size, complexity, and use case diversity. • Establish and track key performance indicators (KPIs), including GRR, NRR, CSAT, time-to-value, etc. • Implement scalable systems, tools, reporting, and processes with a focus on operational rigor and efficiency. Drive data-driven decision-making and performance measurement at all levels. • Design customer health frameworks, account plans, and success playbooks to proactively manage risk and drive expansion. • Serve as a strategic advisor to customers and internal stakeholders, representing the voice of the customer across product, sales, and marketing. • Ensure that customers realize value as quickly as possible and maintain high satisfaction levels throughout their lifecycle. • Champion the voice of the customer within the organization to enhance customer experience and outcomes. • Create feedback loops with the Product team to inform roadmap priorities based on customer experience. • Foster a culture of operational rigor, accountability, and mission-driven customer partnership.