Salary :
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ESSENTIAL RESPONSIBILITIES & DUTIES:
Customer Success Strategy & Operating Model
- Design and implement a segmented Customer Success model supporting strategic, scaled, and long-tail customer segments.
- Establish engagement models including named CSM coverage, pooled customer management, and digital or AI-driven customer motions.
- Lead customer segmentation, capacity planning, and book-of-business design aligned to customer value, complexity, and growth opportunity.
- Define service levels, ownership boundaries, and operational standards across all customer segments.
- Drive organizational transformation and change management initiatives to support evolving customer engagement models.
AI & Customer Success Platform Leadership
- Evaluate, select, implement, and operationalize a Customer Success platform integrated with CRM, Support, billing, and product usage systems.
- Develop health score frameworks, customer lifecycle workflows, segmentation logic, and reporting standards.
- Define and execute an AI strategy for Customer Success, including workflow automation, risk identification, digital engagement, and productivity optimization.
- Build scalable AI-enabled customer engagement models that improve coverage, prioritization, and proactive outreach.
Customer Lifecycle & Retention Management
- Develop standardized lifecycle plays for onboarding, adoption, renewal readiness, risk mitigation, customer save motions, and expansion opportunities.
- Ensure lifecycle plays are embedded into workflows and systems for consistent execution and measurement.
- Build proactive risk identification and escalation processes to improve customer retention and renewal predictability.
- Partner with Sales and Account Management teams to identify expansion opportunities and customer growth signals.
- Drive improvements in Gross Revenue Retention (GRR), Net Revenue Retention (NRR), adoption, and customer health metrics.
Customer Capability & Issue Resolution
- Expand Customer Success capabilities to directly resolve a broader range of customer issues and reduce unnecessary escalations to Support.
- Partner with Support, Product, Services, Training, and Documentation teams to improve customer outcomes and reduce friction in the customer journey.
- Develop technical and specialist capabilities within the Customer Success organization where appropriate.
- Improve customer continuity and speed-to-resolution through stronger internal enablement and process alignment.
Leadership & Operational Excellence
- Build and lead a high-performing Customer Success leadership team.
- Establish KPIs, operating cadences, governance processes, and performance management frameworks.
- Drive a culture of accountability, continuous improvement, operational rigor, and customer-centric execution.
- Conduct regular business reviews and executive reporting on customer health, retention, adoption, and operational performance.
- Collaborate cross-functionally with Product, Revenue Operations, Finance, Services, Support, and Sales leadership teams.
QUALIFICATIONS & EXPERIENCE:
- Bachelor’s degree in Business, Marketing, Technology, or related field required; advanced degree preferred.
- 10+ years of progressive leadership experience in Customer Success, Account Management, or post-sale SaaS operations.
- Executive leadership experience within a SaaS or technology organization with complex customer segmentation and retention models.
- Proven experience redesigning or scaling Customer Success operating models across high-touch and tech-touch segments.
- Experience implementing and operationalizing Customer Success platforms and workflow automation tools.
- Strong understanding of AI, automation, digital engagement strategies, and customer lifecycle orchestration.
- Demonstrated success improving retention, adoption, and customer outcomes through operational excellence and scalable processes.
- Strong executive presence with the ability to influence and collaborate across senior leadership teams.
- Experience leading organizational transformation and change management initiatives
KEY PERFORMANCE INDICATORS (KPIs):
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Customer adoption and product utilization
- Customer health score improvement
- Renewal readiness and churn reduction
- Expansion opportunity contribution
- Customer satisfaction and engagement metrics
- AI adoption and workflow efficiency improvements
- Operational scalability and process consistency
WHAT SUCCESS LOOKS LIKE:
- A clearly defined and scalable Customer Success operating model is successfully implemented.
- AI-enabled customer workflows improve coverage, prioritization, and proactive customer engagement.
- Customer Success platform adoption becomes embedded into daily operational execution.
- Standardized lifecycle plays drive consistency across onboarding, adoption, renewals, and expansion.
- Customer Success resolves a broader range of customer issues directly, improving continuity and reducing handoffs.
- Retention, adoption, and customer growth metrics improve measurably over time.
- The Customer Success organization operates with strong accountability, measurable performance standards, and operational discipline
$220,000 - $260,000 a year
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