• Own success metrics for the Strategic customer segment, including retention, gross dollar revenue (GDR), growth, customer health, and executive/advocate engagement. • Define and lead execution of strategic goals and operational priorities that align with company objectives. • Partner with Sales leadership (including AVP and Strategic Account Managers) to co-develop account growth plans that balance growth and long-term value realization. • Lead, coach, and scale a team of Senior and Principal Customer Success Managers focused on high-value Enterprise accounts. • Set performance expectations tied to strategic outcomes, and foster a culture of excellence, accountability, and continuous improvement. • Enable your team with structured frameworks for key stakeholder engagement, value realization planning, risk mitigation, and cross-sell/expansion plays. • Work with Sales, Product, Marketing, and Consulting to shape cross-functional strategies that improve customer outcomes and elevate the overall customer experience. • Represent the voice of our largest and most strategic customers, translating customer feedback, usage patterns, and business objectives into actionable insights for teams like Product and Marketing. • Advocate for product enhancements, enablement resources, and market positioning that unlock measurable customer value and support retention and expansion goals. • Ensure your CS team acts as trusted advisors to key stakeholders across Strategic accounts, aligning on business priorities, success metrics, and expansion opportunities. • Surface complex risks early and deploy mitigation strategies in partnership with cross-functional stakeholders. • Lead or support adoption and business reviews for key accounts when necessary, reinforcing customer value and positioning paths for growth. • Monitor customer health scores, usage trends, and engagement signals to proactively identify risk and growth opportunities across your portfolio. • Ensure consistent, high-quality use of Customer Success systems (e.g., Gainsight, Gong) to enable data-driven decision-making and operational rigor. • Partner with global Customer Success leaders to design, pilot, test, and scale high-impact initiatives that improve how we operate (including engagement models, risk mitigation plays, and advocate programs). • Contribute to the evolution of our global CS operating model by identifying inefficiencies, surfacing best practices, and leading cross-regional initiatives that optimize team effectiveness, scalability, and customer impact. • Champion change management within your region, ensuring new processes, programs, and tools are successfully adopted and embedded within your team.