• Lead Customer Success for the Corporate (SMB) segment, spanning scaled programs and a pooled CSM team • Design an insights-driven, proactive engagement model blending automation, 1:many programming, and targeted human touch • Segment customers based on growth potential, lifecycle signals, product adoption, and risk to ensure the right-touch motion • Establish scalable processes and playbooks that increase Customer Success Managers (CSM) productivity and operational consistency • Design and implement structured lifecycle plays for onboarding, adoption, and value realization across a 1:many portfolio • Lead the delivery of outcome-based engagements such as webinars, office hours, and product clinics to maximize customer reach • Partner with Digital Success to deploy automated multi-channel campaigns and define triggers for proactive outreach • Collaborate with Solution Success to integrate functional expertise into workflow accelerators and best-practice content • Establish early-warning signals and automated risk identification to proactively improve retention outcomes • Build mechanisms to uncover expansion potential and deliver customer success qualified referrals (CSQRs) in alignment with Sales • Own and optimize dashboards, metrics, and KPIs related to scaled engagement, adoption, and segment health • Manage and coach a team of CSMs and Team Managers operating in mid-touch, low-touch, and pooled engagement models • Foster a culture of data-driven experimentation to continuously improve scaled success effectiveness • Provide strategic insights on customer trends and product adoption to leadership and cross-functional partners