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:
Bachelorβs 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
