Team Leadership & Development:

- Lead, coach, and support a team of Associate Customer Success Advocates, ensuring consistent execution across a large portfolio of long-tail customers

- Provide ongoing feedback, performance coaching, and development plans to help team members grow in customer, commercial, and operational skills

- Partner with Global Customer Success Leadership on hiring, onboarding, training programs, and performance evaluations Act as air traffic control for the long-tail portfolio, balancing workloads and ensuring customers receive timely, effective engagement

Customer Success & Commercial Execution:

- Act as air traffic control for the long-tail portfolio, balancing workloads and ensuring customers receive timely, effective engagement Customer Success & Commercial Execution

- Own a personal portfolio of customers, modeling best practices for scaled engagement and renewal readiness

- Support the team in managing renewals, navigating commercial conversations, and identifying expansion or upsell opportunities

- Maintain a strong understanding of subscription mechanics, renewal timelines, and risk signals

- Identify early signs of churn or contraction and escalate risks with clear recommendations

Data-Driven Program Management:

- Use data as the foundation for decision-making, analyzing adoption trends, customer health, and team activity

- Track and report on KPIs related to engagement, renewals, pipeline contribution, and program effectiveness

- Provide data-backed recommendations to improve outreach strategies, workflows, and tooling

- Set the standard for Salesforce and system hygiene, ensuring accurate, reliable reporting

Cross-Functional Collaboration:

- Serve as a senior escalation point for internal teams including Technical Support, Solutions, and Product

- Ensure customer feedback and trends from the long-tail segment are clearly communicated and prioritized

- Balance internal leadership responsibilities with external customer needs in a fast-moving environment

What Really Gets Us Excited About You?

- 7+years of experience in Customer Success, Account Management, or a related SaaS role, with prior leadership or team-lead experience preferred

- Proven experience supporting renewals and commercial workflows in a subscription business

- Strong analytical mindset - youre comfortable using data to tell a story and influence behavior Excellent organizational skills with the ability to juggle competing priorities across

- Excellent organizational skills with the ability to juggle competing priorities across customers and team needs

- Exceptional written and verbal communication skills, with confidence engaging both individual contributors and senior leaders

- Familiarity with CS tooling such as Salesforce (SFDC), Gong, and reporting dashboards

- Experience in SaaS, Martech, CMS, or digital experience platforms is a strong plus

What Success Looks Like in This Role:

- High-Performing Team: Associate CSAs consistently meet or exceed engagement, data quality, and pipeline KPIs

- Revenue Protection: Strong renewal rates across the long-tail segment with clear identification of expansion opportunities

- Operational Excellence: Scaled programs run smoothly, with improved processes, documentation, and training materials

- Leadership Visibility: Customer Success leadership has a clear, data-driven view into long- tail customer health and program impact