• Own the Onboarding KPI framework, aligning performance to customer retention, time-to-value, and long-term success outcomes. Standardize and scale the onboarding experience through clear processes, CRM data integrity, SLAs, and operational best practices. • Serve as the strategic voice of the customer journey, partnering cross-functionally with Sales, Product, Engineering, and Operations to drive alignment and continuous improvement. • Lead team development through structured training, mentorship, product mastery, and coaching to ensure high-quality service delivery. • Oversee escalations and executive-level communications for complex or high-priority accounts, mitigating risk and protecting customer relationships. • Champion a high-performance, values-driven culture while driving initiatives that improve efficiency, adoption, and customer advocacy.