Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals.

Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices.

Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities.

Set strategic direction for the team, aligning customer success initiatives with company goals and market trends.

Monitor and optimize delivery quality across all accounts, ensuring consistency, excellence, and predictability in customer outcomes, implementing scalable processes that improve accuracy, visibility, and operational efficiency.

Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact.

Own the ongoing development and optimization of best practices for Commercial and Scale playbooks, ensuring consistent execution, measurable impact, and continuous refinement as the business evolves.

Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums.

Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies.

Partner with Europe GTM & cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams.