• Own customer success from post-sales handoff through post-go-live • Define and align success metrics, ROI targets, and usage KPIs • Track efficiency gains, accuracy improvements, cost savings, and experience impact • Communicate outcomes through QBRs, exec readouts, and customer newsletters • Own regular customer readouts of AI usage patterns, adoption trends, and workflow performance • Analyze false positives, false negatives, failures, and negative feedback across agent behavior, integrations, and UX • Separate system gaps vs. process, training, or expectation issues • Partner with Value Engineering and AI Implementation teams to drive prioritized improvements across agents, orchestration, prompts, UX, and integrations • Design and execute change-management and rollout plans with customer leadership • Drive adoption across teams, roles, and geographies • Serve as the first escalation point during implementation, go-live, and hypercare • Manage communication across business, IT, security, and executive stakeholders • Identify opportunities for additional SOWs and new use cases • Consultatively sell outcomes using Challenger-style methodologies • Act as the voice of the customer to Product and Engineering • Translate VOC, usage data, and failure patterns into actionable insights