• Drive and participate in strategic initiatives that positively impact the organization in a meaningful way; program management and leadership of key priority initiatives • Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives such as sales, marketing, product and finance; manage customer success manager incentive strategy and execution of program • Manage customer segmentation, customer success manager assignments and capacity planning to ensure the optimal customer experience; implement and manage software/applications that facilitate customer success and customer success operations activities serving in role as system business owner • Lead technology and systems strategy for CSM: product owner for the Gainsight ecosystem roadmap and manage Gainsight administrators • Develop insights into our customer data health so we can detect early signals of at-risk renewals and identify upsell opportunities (SFDC and Gainsight); measure and report on program performance and business impact. • Develop metrics and KPIs that demonstrate the health and continuous improvement of the customer success • Establish and assure leadership adherence to budgets, schedules, work plans and performance requirements • Collaborate with senior management and executives to define and ensure success of department strategy • Provide managerial direction and oversee all aspects of performance management for direct reports. Measure and hold direct reports accountable for meeting defined performance standards; provide feedback to employees; ensure management team is defining and holding teams accountable for all aspects of performance management of direct reports • Oversee and hold management accountable for all Human Resources-related managerial functions and responsibilities associated with hiring, compensation management, employment relations and termination of employees. • Oversee the identification and hiring of new employees • Oversee and ensure the development of team members; provides coaching to employees through their personal growth in: functional expertise, communication skills and ability to effectively interact with clients and peers. • Identify and develop future leaders. • Provide strategic influence to internal peers and industry groups • Serve as an escalation point for complex issues; provide guidance and resources to assist with resolution of issues and removing obstacles for team • Work with the leadership to plan and set the strategic vision, organizational structure, operating policies and procedures and management practices to ensure department delivers operational excellence • Evaluate the process and procedures used by team; Identify opportunities for process improvement and greater efficiency and serve as an advocate for change. • Work collaboratively across departments with leaders