• Lead, coach, and develop a high-performing Customer Success team of 9 that supports enterprise retailers using Caper’s in-store AI solutions; establish goals, operating rhythms, and career development plans. • Own executive relationships with retail Directors, VPs, and store leaders to drive adoption, expansion, and renewals; provide strategic guidance on store operations, change management, and value realization. • Orchestrate end-to-end deployments—from pilot design through nationwide scale—aligning product, engineering, sales, and field operations; define success metrics, milestones, and risk mitigation plans. • Build and refine playbooks, health scoring, and QBR/EBR cadences; forecast account health and surface voice-of-customer insights that inform product roadmaps and prioritization. • Lead resolution of complex, cross-functional escalations spanning hardware, software, and store operations; run post-mortems and implement preventative improvements. • Quantify ROI (e.g., labor savings, throughput, basket size) and present outcomes to executive stakeholders; influence multi-year commercial strategies and expansions. • Travel up to 30% for onsite store visits, pilot support, and executive meetings as needed.