• Lead the Enterprise Customer Success team of approximately 5 to 8 CSMs • Provide mentorship and coaching to team to drive results • Assist Customer Success leadership with strategic planning, development including headcount, compensation, segmentation, metrics, and targets. • Leverage executive analysis of customer health to drive satisfaction, adoption, retention, and reduce churn • Consult, direct and assist on the design of the overall CSM Practice: Playbook Design, Process, Data Analysis, Executive Engagement etc. • Align with organizational and corporate objectives; develop and execute on an action plans to ensure growth and profitability • Design and launch programs to improve customer experience and operational efficiency • Partner with the implementation team to optimize a seamless customer launch experience • Ensure long-term customer account plans include maturity assessments, executive engagement, customer metrics, etc. • Partner with Marketing for Customer Advocacy efforts • Create actions plans for at-risk scenarios • Manage account planning and account mapping strategies for enterprise accounts • Establish, maintain and grow executive relationships at all enterprise accounts • Partner with Product, Engineering and Implementation teams to ensure the customer voice is heard and considered in our product roadmap • Drive positive NPS across all of your reports and their customers