ESSENTIAL RESPONSIBILITIES & DUTIES:
Customer S uccess Strategy & Operating Model

• Design and implement a segmented Customer Success model supporting strategic, scaled, and long-tail customer segments.


• Establish engagement models including named CSM coverage, pooled customer management, and digital or AI-driven customer motions.


• Lead customer segmentation, capacity planning, and book-of-business design aligned to customer value, complexity, and growth opportunity.


• Define service levels, ownership boundaries, and operational standards across all customer segments.


• Drive organizational transformation and change management initiatives to support evolving customer engagement models.

AI & Customer Success Platform Leadership

• Evaluate, select, implement, and operationalize a Customer Success platform integrated with CRM, Support, bill...