• Lead, coach, and develop a team of Customer Success Consultants (CSCs), including hiring, training, performance management, and fostering continuous development. • Optimize processes and drive efficiency by leveraging individual and team strengths, standardizing best practices, and maintaining onboarding/training resources. • Promote a culture of accountability and proactive ownership in customer support activities. • Collaborate with Sales and cross-functional partners to ensure effective teamwork and successful execution of Customer Success strategies. • Proactively assess business partner and customer needs, anticipating and removing friction from customer programs and processes. • Utilize data to identify trends, coach associates, resolve customer issues, and implement improvements. • Research and manage special projects or customer crises; participate in ad hoc initiatives as needed. • Oversee and resolve escalated customer issues in partnership with relevant stakeholders. • Drive adoption of tools and automation to enhance efficiency for both associates and customers. • Continuously seek feedback and implement scalable, self-serve, and automated solutions to improve service delivery.