• Team Leadership: Build, mentor, and manage a high-performing team of onboarding specialists, providing coaching, performance feedback, and professional development • Strategic Implementation: Oversee complex customer implementations while ensuring your team delivers consistent, high-quality onboarding experiences • Process Development: Design and optimize onboarding workflows, playbooks, and best practices to scale customer success across diverse client needsCustomer • Training Programs: Lead the development of comprehensive training curricula and certification programs for customers and internal teams • Solution Optimization: Partner with customers to understand their workflows and architect Eve's solutions to meet their specific requirements • Success Metrics & Reporting: Define, track, and report on key implementation KPIs, customer health scores, and team performance metrics • Cross-functional Leadership: Collaborate with sales, product, and engineering leadership to advocate for customer needs and drive product improvements • Escalation Management: Serve as the primary point of escalation for complex customer challenges and ensure timely resolution