• Own the full digital client success strategy and roadmap, aligning with company goals for adoption, retention, and growth. • Partner with the Client Experience leadership team to define success metrics, client segmentation, and growth objectives. • Design and optimize scalable success frameworks for onboarding, adoption, and ongoing value delivery across all customers. • Develop digital first client experiences that connect ROI to segmented stakeholders. • Create outreach campaigns which drive clients to educational resources and deeper engagement with their Client Success Managers. • Implement repeatable playbooks to improve product adoption, usage, and measurable ROI for clients. • Champion the voice of the customer — translating insights into strategic actions across cross-functional teams. • Establish success KPIs (e.g., activation rates, retention, expansion, NPS) and implement dashboards/reports to monitor performance trends. • Build automated triggers for CSMs based on the client journey leveraging our client success platform. • Drive predictive health scoring and early-warning systems to proactively mitigate churn. • Create measurable outcomes from digital strategies to reduce labor costs associated with account management and drive revenue growth. • Lead continuous process improvement initiatives to enhance efficiency and customer outcomes. • Collaborate closely with the CX Operations team to properly scope and deploy tooling that overlaps with human led activities. • Influence product development with qualitative and quantitative customer insights. • Work closely with Product, Marketing and Sales teams to ensure consistency with message and intended client outcomes.