• Act as a conduit of success for the Customer Success team • Manage the execution of onboarding, corrective action plans, technology rollouts, environment builds, and other technical projects • Use existing playbooks to manage project workflows, but also refine and scale them as you identify improvements • Identify issues early, propose mitigation paths, and escalate with clarity • Create meaningful relationships across customer orgs to ensure depth and stability in the account • Conduct structured quarterly business reviews, track KPIs, and clearly communicate outcomes, progress, and risks • Monitor health indicators and expand account value by identifying upsell opportunities and ensuring contract renewals • Lead, support, and hold team members accountable to deadlines and standards