Lone Wolf Technologies

Director

• Drive execution across distributed teams while maintaining alignment, transparency, and momentum.
• Monitor initiative performance, identify risks and dependencies, and proactively drive issue resolution.
• Facilitate cross-functional decision-making and ensure alignment on priorities, timelines, and expected outcomes.
• Lead execution of strategic programs across Product, Technology, Sales, Marketing, Customer Success, Operations, and Finance.
• Develop business cases, financial models, implementation plans, and success metrics for strategic initiatives.

Director, Strategic Programs

Customer Success Manager

• The Vice President of Customer Success is responsible for building and scaling customer value, retention, and growth engine.
• Transform the Customer Success organization into a segmented, operationally rigorous, and AI-enabled function.
• Redesign the Customer Success operating model to include dedicated Customer Success Managers (CSMs) and pooled CSM engagement models.
• Lead the implementation and operationalization of a Customer Success platform and establish lifecycle management plays.

Vice President, Customer Success

• Serve as the primary business contact and relationship lead for assigned strategic customer engagements.
• Establish and maintain strong working relationships with customer stakeholders, including executive sponsors, operational leaders, and cross-functional partners.
• Support and facilitate customer governance forums, including executive business reviews, operational governance meetings, escalation calls, and Steering Committee sessions.
• Ensure alignment between customer expectations, contractual commitments, and internal operating teams.
• Drive proactive communication regarding service delivery status, risks, decisions, timelines, and dependencies.
• Manage day-to-day administration of customer contracts, including obligations, deliverables, commitments, renewals, milestones, service levels, and key contractual dates.
• Coordinate contract modifications, scope adjustments, approvals, and related documentation with internal stakeholders and customer counterparts.
• Monitor and manage commercial matters including change requests, service impacts, scope clarification, financial implications, and contract compliance.
• Partner with Legal, Finance, Customer Success, and operational teams to ensure contractual and commercial alignment.
• Maintain accurate documentation of customer commitments, approvals, obligations, and operational dependencies.
• Identify, monitor, and coordinate resolution of risks, issues, blockers, dependencies, and service delivery concerns.
• Facilitate timely escalation and cross-functional decision-making when customer delivery, timelines, scope, cost, or customer satisfaction are impacted.
• Ensure operational and contractual risks are surfaced early and managed proactively.
• Coordinate mitigation plans and ensure accountability for follow-through across internal and external stakeholders.
• Partner with Customer Success, Professional Services, Support, Product, Finance, Legal, and executive teams to ensure alignment on customer responsibilities and delivery expectations.
• Coordinate operational handoffs, ownership clarity, communication paths, and governance structures across teams.
• Help maintain alignment between the agreed operating model and actual execution.
• Ensure customer-facing teams understand commitments, service expectations, escalation paths, and contractual responsibilities.
• Maintain clear and organized documentation related to customer governance, decisions, approvals, risks, actions, changes, and contractual commitments.
• Track and manage key action items, dependencies, milestones, and follow-ups across multiple stakeholder groups.
• Support operational consistency and governance discipline across strategic customer engagements.
• Prepare executive-level summaries, governance materials, and customer communications as needed.

Service Delivery Director

Business Analyst

• Own the end-to-end analysis of customer escalations, cancellations, and key risk indicators across the customer.
• Monitor and report on trends by segment, product, region, lifecycle stage, and reason code to identify emerging issues and recurring patterns.
• Build recurring insight packages for CX, Customer Success, Support, Product, and executive stakeholders that highlight major drivers of customer friction and churn risk.
• Develop structured analyses that connect customer issues to operational, product, onboarding, service, and commercial root causes.
• Lead root cause analysis for high-priority escalation and cancellation themes, including gathering inputs from Salesforce, support systems, customer feedback, and future customer success platform data.
• Facilitate cross-functional working sessions to align on root causes, prioritize the issues with the greatest customer and business impact, and define action plans with clear owners and milestones.
• Track remediation plans through completion and measure whether actions taken are reducing repeat escalations, improving customer sentiment, and lowering avoidable churn.
• Establish a repeatable operating rhythm for reviewing customer issue trends, action-plan progress, and unresolved systemic risks with business leaders.
• Design and maintain a standardized taxonomy for escalation reasons, cancellation reasons, and risk drivers so trend reporting is consistent and actionable.
• Partner with Operations and Systems teams to improve the data model, fields, workflow design, and reporting structure in Salesforce.
• Serve as a key CX Insights stakeholder in the utilization of the company’s future customer success platform, helping optimize requirements for health scoring, risk tracking, alerts, dashboards, and retention analytics.
• Ensure that new processes and systems support reliable root cause capture, closed-loop action management, and executive visibility into customer risk themes.
• Partner with Customer Success leadership to improve how at-risk accounts, escalations, and cancellation signals are identified and categorized.
• Work with Product teams to quantify the impact of product defects, usability issues, missing capabilities, and integration friction on customer experience and retention.
• Collaborate with Support leaders to identify process breakdowns, service quality issues, and recurring case drivers that contribute to escalation volume.
• Support CX and executive leadership with data-backed narratives for monthly business reviews, quarterly business reviews, strategic planning, and retention-focused initiatives.

Senior Customer Insights Analyst

Product Marketing

• Set the strategic direction for all product positioning, messaging, and go-to-market programs
• Own the master messaging architecture across all products, segments, and buyer personas
• Lead product launch strategy and drive cross-functional GTM readiness end-to-end
• Drive competitive intelligence strategy; translate market signals into positioning advantage and sales enablement
• Collaborate with Demand Generation on the camping brief by defining positioning, audience, value proposition, and key proof points that feed Demand Gen execution.
• Manage and develop the Product Marketing Manager and Specialist; set performance standards for the full PMM function
• Partner with Sales Engineering to ensure demo narratives and enablement materials reflect current market positioning
• Collaborate with Product on roadmap input informed by market, customer, and competitive insights
• Conduct win/loss analysis and synthesize customer and market insights into actionable strategy

Director, Strategic Programs

Vice President, Customer Success

Service Delivery Director

Senior Customer Insights Analyst

Director, Product Marketing