Customer Success Lead

📋 Description

• Own gross and net revenue retention for the customer base, including renewal forecasting, risk
• Set the customer success strategy, and coverage model across high-touch Enterprise, scaled SMB and
• Hire, coach, and develop CSMs across customer segments, establishing a regular cadence of 1:1s
• Build the playbooks the team runs on, including Sales-to-CS handoffs, onboarding, customer success
• Partner with Applied AI and Enablement to build onboarding, workshops, champion programs, and
• Help customers connect adoption and consumption to business outcomes, understand usage and cost

🎯 Requirements

• You have 10+ years in customer success, account management, or post-sales roles at enterprise
• You have 5+ years leading CS teams, with a track record of hiring, coaching, and developing
• You’ve owned GRR and NRR targets and can show how your team moved them
• You’ve built or rebuilt a CS function during rapid growth, not only run an established one
• You’ve run both high-touch and scaled or digital coverage models and know when each one fits
• You can show how your team helped customers move from initial onboarding to sustained adoption and