• Serve as the primary point of contact for assigned customers, ensuring their success and satisfaction with our products and services • Build strong, long-term relationships with decision-makers and stakeholders across customer organizations • Partner with customers to understand their business objectives and align product usage to meet those goals • Proactively identify opportunities for customers to expand adoption of our solutions and drive value • Develop, document, and implement scalable processes, playbooks, and best practices to strengthen customer success operations • Establish metrics and reporting to track customer health, usage, and outcomes • Partner cross-functionally with Sales, Product, and Operations to improve onboarding, implementation, and long-term customer experience • Continuously identify opportunities for process improvement and operational efficiency within the Customer Success function • Drive customer retention by delivering exceptional experiences and outcomes • Identify expansion opportunities in partnership with Sales and ensure seamless renewals • Monitor and act on customer health scores and feedback to mitigate churn risk • Lead quarterly business reviews (QBRs) with key accounts to showcase value and drive strategic alignment • Collaborate with leadership to shape the long-term vision and strategy of the Customer Success team • Provide feedback to Product and Engineering teams based on customer insights to influence roadmap and prioritization