Customer Success Manager

• Lead the cultural and operational shift from reactive service delivery to a strategic customer success model, embedding customer value realization
• Build and scale frameworks, methodologies, and enablement programs to upskill the team in consultative, outcome-focused engagement
• Serve as a change agent to create clarity, buy-in, and excitement for transformation across global teams and customers
• Develop and execute a global customer success strategy ensuring consistent delivery of value, retention, and account growth across regions
• Establish goals, metrics, and operating rhythms to monitor team performance, customer satisfaction, and business impact
• Oversee a distributed team of ~65 across Americas, EMEA, and APAC, building standardized processes, playbooks, and tools for scalability
• Oversee customer health monitoring, success planning, and risk management to proactively address churn and identify expansion opportunities
• Foster long-term executive relationships with key customers and champion customer value realization to ensure measurable ROI
• Collaborate with Sales, Product, IT, and Product Marketing to align on renewal/expansion strategies and bring customer feedback into product lifecycle
• Lead talent attraction, retention, succession planning, and continuous learning to elevate customer success capabilities

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