Key Responsibilities

• Oversee team performance and customer outcomes across onboarding, adoption, value realization, renewal, and expansion.
• Develop and operationalize retention and churn‑prevention strategies
• Partner cross‑functionally with Sales, Marketing, and Product to drive upsell/cross‑sell motions, advocacy, and roadmap influence.
• Analyze customer data to surface renewal risks and expansion opportunities; translate insights into actions and experiments.
• Coach team members through structured monthly 1‑on‑1s; set goals, conduct call reviews, and run quarterly skills workshops.
• Establish scalable processes, tooling, and documentation
• Own executive‑level communications, escalate and resolve blockers promptly.
• Forecast renewals and expansion with rigor; maintain accurate pipeline and health metrics in the CRM/CS platform.
• Champion the voice of the customer; synthesize feedback and collaborate with Product/Engineering on fixes and features.
• Build a culture of outcomes, accountability, and continuous improvement within the organization.

Qualifications

• 5–8+ years in Customer Success / Account Management, including 2+ years leading CSMs or managers.
• Proven record hitting retention/expansion targets in B2B SaaS (preferably in edtech or enterprise workflow software).
• Strong commercial acumen (renewal/upsell motions), executive presence, and stakeholder management.
• Analytical and systems thinker; comfortable building dashboards, segments, and health scores.
• Excellent written and verbal communication