Customer Success Manager

• Build and execute the digital-first customer success strategy to drive adoption, health, and renewals across lower-touch segments.
• Leverage automation, AI, customer journey orchestration, and digital programs to deliver personalized, scalable customer engagement.
• Partner with Marketing, Product, and Operations to drive proactive engagement and value realization through content, playbooks, and digital channels.
• Lead and develop the Commercial and Velocity Customer Success teams, ensuring they deliver value across hundreds of accounts with efficiency and impact.
• Coach managers and individual contributors, fostering a culture of accountability, customer-centricity, and continuous improvement.
• Build career paths and growth opportunities for talent across digital and commercial/velocity segments.
• Own retention and growth metrics across digital, commercial, and velocity segments.
• Ensure customers realize measurable value through our solutions, reducing churn and driving expansion opportunities.
• Build automated playbooks to respond to customer analytics, such as product telemetry and usage changes.
• Partner with Sales, Support, and Professional Services to deliver a seamless, integrated customer journey.
• Define KPIs, reporting, and success metrics for digital and commercial success motions.
• Identify opportunities for process automation, tooling, and segmentation improvements to scale impact.
• Partner with CS Operations to measure and optimize team performance and customer outcomes.

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