Customer Success Manager

• Lead Retention & Growth Strategy: Drive the overall post-sales strategy, focused on maximizing NRR, securing timely renewals, and identifying significant upsell/cross-sell opportunities across the portfolio of accounts handled.
• Team Management: Directly manage and coach a team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs). Guide CSMs on effective renewal management, executive relationship building, and strategic Account Plan creation. Simultaneously, provide technical guidance to CSEs on platform configuration, workflow automation, and AppSec best practices.
• Manage Multi Level Relationship with Customers - Ensure multi level relationships are built with Customers, and level 1 grievances by senior stakeholders at Customers are addressed.
• Operational Excellence: Oversee all customer success activities, including deployment, adoption, defining success criteria, and executing a robust Quarterly Business Review (QBR) cadence.
• Risk Management & Health: Proactively monitor customer health scores, identify accounts at risk, and lead the development and execution of recovery plans to ensure sustained satisfaction and platform utilization.
• Customer Advocacy: Act as the voice of the customer, efficiently managing the feedback loop by prioritizing feature requests and escalating issues to Product and Engineering teams.
• Team Leadership & Development: Mentor team members, manage performance, and conduct weekly portfolio syncs focused on progress, alignment, and problem-solving to ensure a high-performing, self-sufficient unit.

Director, Customer Success

VP, Success Manager

Regulatory Affairs Manager – Controlled Substances Monitoring Program, Strategic Accounts

Director of Client Success – Healthcare Service

Client Experience Specialist

Head of Strategic Customer Success – Americas