Customer Support

• Own Net Revenue Retention (NRR), Gross Retention, and Expansion targets
• Lead a Customer Success organization responsible for Expansion sales, health scores, renewal forecasting, and risk mitigation
• Oversee all software implementation projects and ensure predictable, high-quality go-lives
• Standardize implementation playbooks, handoff processes, and timeline expectations
• Own the support organization, including SLA compliance, severity triage, customer communication, and escalation paths
• Own responsibility for cross-sell and upsell within the customer base
• Build the long-term CX strategy for Charted as we scale into the UK and beyond
• Lead, mentor, and grow a team across multiple functions

VP of Customer Experience

Sales Support Specialist

Associate, Customer Experience – Omnichannel Growth

Physicist – Customer Support

Engineering Owner, Customer Support