• Customer Retention and Expansion; forecasting; manage onboarding and adoption programs; develop sales tools & processes; create segmentation and coverage models. • Facilitate QBRs (Quarterly Business Reviews); and maintain business metrics and reporting. • Support Professional Services team via OpenAir; forecasting, bookings, KPIs. • Validate, analyze, reconcile and summarize weekly, monthly, quarterly reports and metrics for leadership. • Identify and resolve related data issues in SFDC, Gainsight, Clari, etc. • Collaborate with business leaders and staff on analyzing reports and presenting findings. • Identify and fulfill operational requirements in existing and new initiatives, including but not limited to process design, system changes, reporting, documentation and enablement. • Identify and drive initiatives to streamline processes, reduce administrative overhead, and achieve business goals. • Partner with leadership to define and adopt governance practices that support team and company objectives. • Evaluate, pilot, and deploy AI and agentic solutions (e.g., AI-driven health scoring, automated playbooks, intelligent chatbots) to improve customer outcomes, accelerate time-to-value, and scale CS operations. • Build and maintain an AI/automation roadmap for Customer Success, staying current with rapidly evolving technologies and proactively identifying opportunities to integrate them into existing workflows and customer touchpoints. • Champion a data-driven culture by leveraging AI-powered analytics and predictive models to surface insights on customer health, churn risk, and expansion opportunities.