Own the post-sale lifecycle for key B2B SaaS accounts, building executive relationships, driving adoption, renewals, retention, and expansion. Use customer data and analytics to monitor account health, identify risks and upsell opportunities, and deliver tailored success strategies. Collaborate with sales, product, and support teams while advocating for customer needs and influencing product and marketing direction.

Lead the Americas Customer Success Management team, developing CSMs, strengthening customer relationships, and driving adoption, retention, renewals, and expansion. Establish risk identification and mitigation processes, improve renewal and growth forecasting, monitor customer health and revenue metrics, maintain CRM discipline, and collaborate with Sales, Professional Services, Support, and Marketing to maximize customer value and revenue.