Global ownership of the Customer Success CRM platform, introducing health scoring, KPIs, risk indicators, and scalable wireframe for consistent client management operations. Design and maintain executive-level dashboards and reporting frameworks to provide real-time visibility into team performance and workload distribution. Drive product collaboration by assessing feature requests, scoping paid developments, and crafting client-centered storylines and use cases. Refine quarterly CSAT programs with Marketing, ensuring actionable insights for continuous improvement in customer satisfaction. Manage, motivate, and empower a team of six CSMs, cultivating a culture of accountability, growth, and customer-centric excellence. Create onboarding documentation for CSMs, customer lifecycle journey, and operational playbooks to streamline CSM processes and elevate customer experience. Build custom-tailored onboarding and migration plans for high-value client onboarding, ensuring seamless adoption and stakeholder alignment. Collaborate with Cloud Ops to enhance infrastructure, supporting smoother server migrations and operational efficiency in customer success. Serve as a key leader and escalation point for a team of six Customer Success Managers, providing guidance and support in critical situations. Monitor and evaluate key performance metrics related to team health, collaborating with CSMs to drive necessary actions for improvement. Assess customer health indicators and partner with CSMs, Sales, and escalation teams to proactively address any risks or opportunities. Ensure a seamless new-customer journey by enforcing best practices for kick-off, onboarding, and quarterly business reviews, while coaching the team on customer engagement strategies. Continuously enhance and refine supporting materials, empowering CSMs to suggest and implement improvements. Manage a portfolio of high-value accounts, acting as a trusted advisor to ensure success, retention, and contract renewals - both for my own accounts and those managed by my team. Educate customers and CSMs on upcoming product releases and enhancements, ensuring alignment with their business needs. Optimize team workflows by developing and maintaining efficient processes for account assignments, rebalancing portfolios as needed. Prioritize and escalate feature requests and bug fixes, collaborating closely with Product and Cloud Ops teams to drive resolutions while keeping customers informed. Ensure compliance with billing protocols, working closely with Sales and Finance to maintain accuracy and consistency in financial operations.