Mission (Purpose)
Lead postsales value realization and longterm adoption for a portfolio of strategic customers, orchestrating crossfunctional 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 atrisk workloads.
- Net revenue retention (NRR) 100% with expansion led by realized value and multiproduct adoption.
- Executive sponsorship engaged (QBRs/EBRs with actioned decisions) and multithreaded 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 CFOlevel 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 (timetovalue, 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.
