CloudM

• Playbook design and documentation: Author the playbooks the CSM team will operate to - including renewal, customer save, onboarding, business reviews, customer communications, escalation, and stakeholder coverage. Ensure each playbook has a defined owner, a clear system of record, and a measurable definition of success. • Rollout coordination: Drive the new operating model from design into applied state. Manage dependencies across Revenue Operations, Product, Growth, Marketing, and Partner Strategy, and sequence the work so the team is never blocked waiting on others. • Coaching and adoption: Track which behaviours are landing and which aren't. Coach the CSM team through the changes and surface gaps before they become problems. • KPI rollup and reporting: Own the operational KPIs that measure how well the operating model is being executed. Compile monthly reports and report quarterly to the Senior Leadership Team. • Implementation plan ownership: Maintain the live implementation plan as decisions evolve and dependencies shift. Own the critical path and keep it visible. • Cross-functional liaison: Act as the Customer Success counterpart to peers in Revenue Operations, Product, Growth, and Marketing. Spot blockers early and resolve them before they slow delivery.