Overview In this senior leadership role, you will own the customer success function for an established client portfolio, guiding retention, engagement, and revenue growth. You'll operate at executive and operational levels, building scalable CS processes while maintaining close relationships with key clients. You will implement data-driven strategies to improve health metrics, reduce churn, and identify upsell opportunities. Your work directly supports the company's mission to deliver measurable business value and long-term loyalty for customers. This is a hands-on, high-impact opportunity to shape customer outcomes at scale, in a role that blends strategy, leadership, and cross-functional execution.
Responsibilities- Own and optimize retention, engagement, and recurring revenue performance
- Develop strategies to improve GRR and recurring revenue growth
- Reduce churn through proactive engagement and risk mitigation
- Identify upsell/cross-sell and expansion opportunities
- Establish customer health metrics and early-warning indicators
- Create customer journey frameworks for long-term success
- Build and implement a scalable CS operating model
- Develop processes, playbooks, and best practices for engagement and retention
- Act as executive partner to key customers delivering measurable business value
- Create visibility around CS performance and align initiatives with business objectives
- Design and manage dashboards, KPIs, and reporting systems for CS
- Analyze customer data to uncover improvement opportunities and growth
- Track retention, adoption, expansion revenue, engagement, and health
- Collaborate with sales, marketing, operations, and leadership to ensure a seamless customer experience
- Provide customer feedback and market insights to inform product and strategy
Key requirements- Proven leadership in customer success or a similar executive role
- Experience managing a large client portfolio (approx. 65 active clients)
- Strong relationship management with executive-level clients
- Data-driven mindset with ability to build dashboards and derive insights
- Ability to design scalable CS operating models and processes
- Cross-functional collaboration with sales, marketing, ops, and leadership
- Experience driving retention, churn reduction, and revenue expansion
- strategic thinking
- excellent communication
- customer-centric mindset
- dashboard design and KPI tracking
- data analysis and trend identification
- customer health metric development
