Overview In this build role, you own the Critical Accounts function and set the long-term vision for the Customer Health Platform. You will design the global operating model, frame, and executive reporting for high-value accounts, while shaping a scalable, AI-powered platform that delivers cross-functional customer insights. You'll drive proactive risk intervention and ensure learnings influence product and GTM decisions. This role offers strategic impact across Customer Strategy and engineering, with both global scope and hands-on leadership.
Compensation / Benefits- equity participation
- employee stock purchase program
- flexible paid time off
- 20 weeks parental leave (gender-neutral)
- fertility and adoption assistance
- health benefits
Responsibilities- Design and implement the global Critical Accounts framework, including entry/exit criteria, archetypes, playbooks, health templates, and Get Well Plan standards
- Build and structure the Critical Accounts organization; hire and lead a lean program management team
- Define intake/triage standards to validate nominations and allocate resources quickly
- Develop signals and thresholds for proactive at-risk identification via the Customer Health platform
- Coordinate master tracking and cross-functional stand-ups; manage 90-day checkpoints and resource rebalancing
- Deliver executive reporting: weekly status, monthly trend readouts, and quarterly KPI summaries (dechurn, cost-to-save)
- Establish KPIs for the program (de-escalation rate, time-to-exit, CSAT delta, churn prevented) and refine investment tiers
- Lead post-mortems and feed learnings into quarterly business reviews and product/process improvements
- Own multi-year vision for the Customer Health Platform; define data sources, use cases, and AI-driven actions
- Align cross-functional stakeholders on platform scope, sequencing, and investment
- Ensure integration between Customer Health and Critical Accounts so signals drive triage and outcomes
- Drive cross-functional alignment on how health insights are surfaced to teams, customers, and partners
- Provide executive and cross-functional leadership across Customer, Product & Technology, Engineering, and GTM
Key requirements- 12+ years in Customer Success, Program Management, or Customer/GTM Operations in a B2B SaaS setting
- Proven track record building a program from the ground up (frameworks, teams, executive reporting)
- Experience managing complex, multi-stakeholder engagements; preference for critical accounts or escalation management
- Experience leading or coaching people leaders or senior individual contributors
- Strong cross-functional leadership with the ability to align peers without direct authority
- Executive-level written and verbal communication; comfortable presenting KPIs and business cases to senior leaders or board
- Data-driven management approach; able to reason about scoring and health signals without an engineering background
- Familiarity with technical customer challenges (cloud, data infrastructure, databases) and typical account-team workflows
- High composure in ambiguous, high-stakes contexts with a bias toward decisions and solutions
- Cross-functional leadership
- Executive-level communication
- Strategic thinking
- AI-powered customer intelligence
- Health scoring and risk modeling
- Data-driven KPI tracking
