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.