Customer Success Lead

Own gross and net revenue retention for the customer base, including renewal forecasting, risk management, and expansion targets shared with Sales

Set the customer success strategy, and coverage model across high-touch Enterprise, scaled SMB and Mid-Market, and technical API customers

Hire, coach, and develop CSMs across customer segments, establishing a regular cadence of 1:1s, account and renewal reviews, and a clear bar for performance and product expertise

Build the playbooks the team runs on, including Sales-to-CS handoffs, onboarding, customer success plans, health scoring, executive business reviews, and escalations

Partner with Applied AI and Enablement to build onboarding, workshops, champion programs, and scaled education that help customers reach first value and sustain adoption

Help customers connect adoption and consumption to business outcomes, understand usage and cost trade-offs, and build a clear case for renewal and expansion

Partner with Sales to identify self-serve customers ready to move to Enterprise and to plan expansion in named accounts

Work with RevOps and Finance on capacity planning, account assignment, book-of-business design, and accurate reporting in Salesforce

Partner with cross-functional teams to deliver a cohesive customer journey, with clear ownership and handoffs from onboarding through adoption, renewal, and expansion

Coordinate customer readiness and communications for product launches, migrations, pricing and usage changes, and incidents, partnering with Product, Marketing, Support, and Engineering on accurate guidance

Bring customer needs and recurring friction into product planning, and close the loop with customers on decisions and progress

Engage executive sponsors at our largest accounts and step in personally on strategic adoption efforts, high-stakes renewals, and escalations while building the team’s ability to own day-to-day execution

You have 10+ years in customer success, account management, or post-sales roles at enterprise software companies

You have 5+ years leading CS teams, with a track record of hiring, coaching, and developing high-performing CSMs

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 measurable business outcomes

You’re comfortable with usage and consumption data, and ideally have supported usage-based or API products

You have strong command of Salesforce, forecasting, and customer health tooling

You’re hands-on with AI products and can build enough product fluency to understand customer workflows, diagnose adoption barriers, and earn trust with business and technical stakeholders

You communicate clearly with executive buyers, administrators, and technical teams, including during sensitive product changes or escalations

You’re comfortable operating without an established playbook, using AI and automation where they improve execution and knowing where human judgment matters