• Build scalable engagement models, playbooks, and digital touchpoints across the entire customer lifecycle—from onboarding to maximum adoption • Own and optimize the Customer Success tech stack (e.g., Jira, Airtable, Intercom) to drive efficiency and create a single source of truth for the CS team. • Design and implement health scores and automated signals and alerts (e.g., inventory stock-outs, product engagement dips) to enable proactive customer outreach and mitigate churn risk. • Streamline and measure the onboarding process to improve speed, quality, and time-to-first-value for new customers. • Partner with CS leadership and a dedicated analyst to define key metrics, support management of the book of business, and create dashboards that track health, risk, and expansion opportunities. • Automate manual processes to free up CSM time for high-value, strategic conversations with growing customers.