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...