Job Description:
• Lead complex, multi-product onboarding and adoption initiatives for strategic enterprise customers, ensuring coordinated execution across teams.
• Integrate product-level success plans into a structured enterprise success framework aligned to customer business goals.
• Consolidate product-level usage and performance data into executive-ready value narratives that demonstrate ROI and impact.
• Present adoption progress, risk signals, and value attainment in governance forums such as QBRs and executive reviews.
• Develop clear governance materials and milestone tracking to support executive reviews, QBRs, and customer success reporting.
• Coordinate cross-product escalations and drive resolution through structured collaboration with internal stakeholders.
• Identify gaps between adoption activity and business outcomes and drive coordinated action plans to close those gaps, minimizing revenue risk.
• Partner with Product CSMs and support teams to ensure product-level success strategies contribute to enterprise-level value realization goals.
• Contribute to documentation standards, success playbooks, and best practices that elevate execution quality across strategic accounts.
Requirements:
• 5+ years of experience in Customer Success, Program Management, or enterprise account roles within SaaS or multi-product environments.
• Demonstrated experience driving value realization and translating product adoption into measurable business outcomes.
• Strong ability to synthesize product-level data into actionable enterprise-level insights.
• Executive-ready communication skills, with experience supporting governance conversations and strategic reviews.
• Strong documentation and program management skills, with attention to structure, detail, and follow-through.
• An analytical mindset focused on reducing time-to-value, improving customer satisfaction, and preventing recurring issues.
• Familiarity with Salesforce, Customer Success platforms (Catalyst, Gainsight), and project management tools.
Benefits:
• Eligible to participate in an annual incentive program