• Serve as a trusted partner to the Chief Customer Officer and the Customer Success (CS) organization, driving the optimization of the customer experience at scale. • Be a data expert that can take and understand disparate data to draw conclusions and recommendations for improvements across multiple systems • Assume responsibility for the development and management of reports, providing proactive insights to the Chief Customer Officer (CCO), Revenue Operations, Customer Operations leadership, and the Senior Leadership Team to drive results in retention, mitigate churn, and ensure accuracy. • Contribute to the definition and scaling of processes for the post-sales life cycle, encompassing smoother transitions from sales to CS client handoff, development of playbooks categorized by CS customer segment, territory design, and optimization of CSM customer workflows. • Design sophisticated, yet streamlined and powerful workflows to automate manual tasks and enable the organization's Customer Experience (CX) team to effectively acquire, retain, and engage customers at scale. • Deliver concise, actionable recommendations grounded in comprehensive data analysis across all facets of the post-sale customer lifecycle, including root cause analysis of churn and customer health tracking. • Possess an innate capability to discern the critical questions, accurately interpret the data's narrative, and determine the appropriate course of action based on the analytical results. • Communicate insights effectively across diverse stakeholder groups by tailoring content, framing, and level of detail to suit the respective audience. • Skillfully aggregate data from multiple sources, expertly deliver insights, and collaborate with various teams to enhance overall program performance. • Identify and implement process improvements to eliminate manual reporting and enhance visibility into key metrics, goals, and budgetary allocations. • Create and develop reporting and playbooks leveraging Artificial Intelligence (AI) to furnish accurate information with greater rapidity, thereby enabling the CS organization to better serve customers without requiring additional resourcing. • Be accountable for recommending and executing continuous improvements to reporting and processes based on observed trends. • Oversee the implementation of new technologies and provide recommendations for the constant enhancement of the CS Technology Stack.