• Own NRR and CLV for a portfolio of mid-market and enterprise customers • Develop and execute customer success plans aligned to customer goals and outcomes • Drive onboarding, adoption, and ongoing value realization across the customer lifecycle • Build executive-level relationships and engage regularly with senior customer stakeholders • Lead renewal and expansion conversations, partnering with Sales as needed • Identify and mitigate churn risk through proactive engagement and clear action plans • Use customer data and health signals to prioritize efforts and guide decision-making • Advocate for customer needs internally, influencing Product and Engineering priorities • Coordinate across Onboarding, Support, and Sales to deliver a cohesive customer experience • Contribute to the development of Customer Success playbooks, metrics, and operating models • Mentor and support more junior Customer Success Managers as needed