Mission (Purpose)
Lead post‑sales value realization and long‑term adoption for a portfolio of strategic customers, orchestrating cross‑functional resources to deliver measurable business outcomes while protecting and expanding ARR.

 

What Good Looks Like (Top Outcomes)

Business outcomes realized for top accounts (documented use cases, quantified impact, executive validation).Health/adoption leading indicators green for ≥80% of portfolio; targeted recovery plans for at‑risk workloads.Net revenue retention (NRR) ≥100% with expansion led by realized value and multi‑product adoption.Executive sponsorship engaged (QBRs/EBRs with actioned decisions) and multi‑threaded stakeholder maps.Predictable success plans in CRM with clear owners, dates, risks, and ROI hypotheses.Customer advocacy built (references, case studies, community participation) without compromising trust.

Core Responsibilities

Own the Customer Success Plan (CSP) and adoption roadmap; align to customer OKRs and CFO‑level value metrics.Run structured EBR/QBR cadence; surface risks early; drive decision logs and executive escalations when needed.Orchestrate technical, partner, and product resources; remove blockers; ensure deployment → usage → value.Quantify value via KPIs (time‑to‑value, cost avoidance, revenue uplift, risk reduction) and share back with execs.Champion customer voice to product/engineering; file prioritized feedback tied to impact and prevalence.