• Lead, coach, and develop a high-performing Customer Success team that delivers consistent, exceptional experiences for enterprise clients • Define and execute strategic priorities for client retention, adoption, and growth in alignment with company objectives • Define and execute on key enterprise Membership offerings and manage the process from onboarding to renewals and retention of new enterprise clients • Establish scalable processes, metrics, and best practices to ensure operational excellence and consistent delivery across all accounts • Serve as a voice of the customer within Prosci—advocating for client needs, sharing insights, and influencing business strategy • Oversee client health monitoring, reporting, and analysis to identify trends, risks, and opportunities across the portfolio • Ensure effective collaboration between Customer Success, Sales, Consulting, and Product teams to deliver integrated client solutions • Partner with Revenue Operations to refine processes, improve data accuracy, and drive efficiency through tools and technology (including Salesforce) • Standardize account planning, renewal management, and success measurement frameworks across the team • Support high-value enterprise relationships as an executive sponsor, ensuring alignment on strategic priorities and long-term partnership goals • Collaborate with the Sales and Consulting leadership teams to ensure seamless handoffs and consistent client experience post-sale • Participate in quarterly business reviews (QBRs) and internal planning sessions to share customer insights and inform go-to-market strategy