Responsibilities
- Manage end-to-end customer lifecycle for 20-30 accounts, spanning presales, deployment, adoption, and renewal phases
- Lead implementation planning including scope definition, project roadmap development, kickoff coordination, use case alignment, and oversight of delivery teams
- Identify and resolve risks and issues during active deployments to protect project timelines and desired outcomes
- Use AI-enhanced monitoring tools to assess customer health and intervene early to boost platform adoption and retention
- Facilitate hands-on working sessions to expand product usage, uncover new applications, and demonstrate emerging features that support customer growth
- Create and maintain customer success plans aligned with business objectives, tracking progress and risks from onboarding to renewal
- Deliver executive-level business reviews that link platform engagement to quantifiable business results, reinforcing renewal and expansion potential
- Collaborate with sales teams on contract renewals and upsell opportunities by articulating value, supporting internal advocates, and uncovering expansion paths
- Represent customer perspectives internally, providing feedback on product direction and market needs to influence development and strategy
- Refine operational efficiency by creating reusable processes, sharing insights across teams, and identifying scalable methods to improve customer success
