• Lead, coach, and develop a team of Client Success Managers (CSMs) • Establish and track operational KPIs aligned to retention, adoption, and execution standards • Conduct regular 1:1s, performance reviews, and structured development planning • Onboard and ramp new CSMs with defined enablement and performance benchmarks • Elevate consultative skillsets, business acumen, and executive-ready communication • Coach CSMs to build strong, multi-threaded relationships, including senior-level stakeholders • Raise the strategic quality and business impact of EBRs/QBRs • Ensure consistent execution of Client Success playbooks across all accounts • Drive adherence to engagement cadence, success planning, and communication standards • Enforce strong Salesforce hygiene and portfolio visibility, including: Client activity documentation, Health score accuracy, Risk identification, Expansion signal tracking • Hold the team accountable for responsiveness, follow-through, and consistency • Identify and implement scalable process improvements • Operationalize advancement priorities defined by the SVP • Develop clear rollout plans for new features, enhancements, and solutions • Ensure CSM readiness through structured enablement • Monitor and report on adoption metrics and execution progress • Oversee portfolio health scoring accuracy and risk visibility • Ensure proactive identification and management of churn signals • Oversee onboarding of new solutions and product expansions • Ensure onboarding frameworks demonstrate early wins and measurable ROI • Manage a small portfolio of key accounts • Serve as primary relationship owner for assigned accounts