• Lead, mentor, and develop a team of Customer Success Managers and Account Managers. • Create clear goals and success metrics, conduct pipeline reviews, and drive accountability for renewals and expansion. • Own a portfolio of strategic and enterprise accounts to ensure retention, adoption, and satisfaction. • Serve as a trusted advisor to customers by guiding them on best practices and aligning product capabilities to their goals. • Forecast renewals and expansion opportunities, proactively managing pipeline and renewals. • Build and implement Customer Success playbooks, tooling, and reporting to drive efficiency and consistency. • Develop metrics and dashboards to track adoption, health scores, renewals, and churn. • Work closely with Sales, Product, Engineering, Solutions Architecture, and Technical Support to deliver a seamless customer experience. • Collect and analyze customer feedback to inform product roadmap and participate in our Customer Advisory Board (CAB). • Champion customer lifetime value (LTV) and “stickiness” through measurable success outcomes. • Identify at-risk accounts early and implement retention and adoption strategies.