Customer Success Manager

• Develop the foundational Customer Success strategy: customer journey map, health scoring model, and engagement playbooks.
• Act as the primary business relationship owner for our most strategic accounts.
• Hire, lead, and mentor the Solutions Architect and Technical Support teams.
• Be the voice of the customer in executive meetings, advocating for their needs and translating their feedback into business impact.
• Own commercial outcomes, including renewals, expansion, and customer satisfaction metrics (NPS, CSAT).

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