• Manage, coach, and develop a team of Customer Success Managers (CSMs), providing clear expectations, feedback, and operational guidance. • Monitor team performance across KPIs tied to retention, adoption, engagement, and customer satisfaction. • Support CSMs in building and executing Success Plans that help customers achieve meaningful outcomes and mitigate risk. • Ensure CSMs maintain strong, multi-threaded relationships within their accounts and act as trusted advisors to their customers — including navigating M&A of properties, as well as changing industry regulations. • Guide the team in supporting high-volume, high-impact Property accounts with clear processes, repeatable playbooks, and strong cross-functional alignment. • Partner closely with sales, implementation, support, and product teams to ensure alignment on key initiatives and a smooth, cohesive customer experience. • Assist in managing customer escalations by coordinating with internal teams to ensure timely communication and resolution.