Own strategic enterprise and mid-market customer relationships, serving as a trusted advisor through adoption, renewals, expansion, and long-term success. Develop account plans, drive commercial health, identify growth opportunities, and partner with Sales on expansion. Translate customer feedback for Product and Engineering, forecast retention and growth, and manage executive stakeholder relationships across a portfolio of high-value SaaS accounts.

Own adoption, retention, renewals, and expansion across 100–200+ scaled accounts. Build lower-touch customer success programs, health scoring, playbooks, reporting, automation, lifecycle triggers, and operational cadences. Partner with RevOps, Marketing, Engineering, Product Support, and Product to improve customer outcomes and segment visibility. Create scalable onboarding, webinars, office hours, documentation, self-service resources, and success plans.