Tech Stack

Description

You will own and evolve how Customer Success engages customers before, during, and after onboarding, focusing on the Commercial segment. You'll assess user activation, design scalable digital motions, and partner with cross-functional teams to drive adoption and improve renewal outcomes.

Requirements

• 5+ years in program management, customer success operations, lifecycle programs, or digital CS
• Proficiency with Gainsight, Salesforce, Tableau
• Ability to design programmatic CS engagement
• Experience translating customer data into structured engagement strategies
• Multi-product or platform SaaS experience
• Strong analytical mindset
• Autonomous and ability to influence cross-functional partners
• Clear communicator comfortable with senior CS and GTM leaders

Responsibilities

• Own CS engagement design around onboarding
• Define what successful onboarding means from CS and renewal-readiness perspective
• Assess readiness and risk at onboarding exit
• Design scalable CS motions and enablement
• Define and track onboarding-related CS metrics tied to activation, health, and renewal readiness
• Drive continuous improvement and accountability