XOPS

Customer Success Manager

• Lead enterprise onboarding efforts, ensuring successful deployment and customer alignment
• Partner with Solutions Engineering and implementation partners for seamless rollouts
• Build scalable frameworks and repeatable onboarding processes for future CS hires
• Drive product adoption and time-to-value with customers through enablement and proactive engagement
• Own executive business reviews (QBRs), success metrics, and ROI tracking
• Monitor usage trends and proactively resolve blockers to retention or value realization
• Identify opportunities for expansion and upsell in collaboration with Sales
• Develop business cases and partner with customers to expand usage across teams and departments
• Track Net Revenue Retention (NRR), account health, and portfolio growth
• Create and refine key CS processes, including playbooks for onboarding, engagement, and renewals
• Establish customer health metrics, feedback loops, and escalation paths
• Influence product roadmap and cross-functional decisions as the customer advocate
• Lay the foundation for a high-performing CS team
• Mentor junior team members or onboarding hires (as needed)
• Prepare to formally grow into a Head of Customer Success role within 12 months, based on business needs and performance

Director, Customer Success