E-Solutions

Customer Success Manager

• Strategic Leadership & Outcome Architecture: Transform the CS organization by implementing robust Customer Success Plans (CSPs) that are customer-validated and tied directly to measurable business impact.
• Segmented Value Delivery: Identify and define value-driven segmentation of our customer base, creating raving fans for our customers by providing the right depth of value-focused support to them in achieving their people analytics goals.
• GDR Ownership & Commercial Strategy: Drive a relentless focus on Gross Dollar Retention. You will coach leaders and CSMs to build a pipeline of paid service growth (CSQLs), transitioning the mindset from "free support" to value-based professional services.
• Risk & Data Governance: Build and refine risk frameworks within Gainsight (or similar) that prioritize action over description. Leverage health scores to provide "no surprises" renewal forecasts to the executive team 6–9 months in advance to maintain best-in-class customer renewal KPIs.
• Global Team Development: Oversee a diverse team across NA, APAC, and EMEA. You will be responsible for mentoring front-line leaders and implementing a structured career pathing matrix for CSMs.
• Operational Scaling: Lead the integration of AI-assisted models and tech-touch workflows to increase team efficiency without compromising the "High-Touch" experience for our enterprise portfolios.
• Cross-Functional Advocacy: Act as a firm but collaborative voice for the CS department, building a strong partnership with Sales, Product, and Marketing to ensure the team remains focused on retention and customer health.

VP of Customer Success