What You'll Do

Partner with Customer Success Leadership to define and reinforce best practices across the full customer lifecycle
Diagnose gaps in customer experience, retention, and expansion performance, and design enablement programs to address them
Own onboarding programs for CSMs, TAMs, and Client Support teams, ensuring consistency across all verticals
Build training, coaching frameworks, and certifications that improve customer outcomes and operational excellence
Lead “train-the-trainer” efforts for BPO and support teams to ensure alignment and scalability
Collaborate with GTM Readiness to ensure new products and pathways are effectively integrated into the post-sale experience
Partner with front-line leaders to reinforce coaching, conduct call reviews, and drive continuous improvement

Who You Are

6+ years of experience in customer success, enablement, or post-sale operations
Proven ability to operate as a strategic partner to Customer Success or Support leadership
Deep understanding of customer lifecycle management, retention, and expansion strategies
Experience building onboarding programs and ongoing development frameworks for CS teams
Strong coaching and facilitation skills, with a hands-on approach to improving performance
Excellent cross-functional collaboration and communication skills
Comfortable operating in a fast-paced, evolving environment