• Drive customer value, portfolio retention, and long-term growth across enterprise retail customers. • Lead and develop a team of Customer Success Directors, Managers, and Price Strategists. • Align customer outcomes with company's AI pricing solutions. • Establish executive relationships and standardize success practices for adoption. • Monitor and report on customer health and value metrics.

• Lead, coach, and develop a high-performing team of Customer Success Managers focused on adoption, retention, and revenue expansion within the Independent Market • Establish clear performance metrics tied to renewal, expansion, and customer satisfaction goals; drive accountability through regular reviews and feedback loops • Partner with Sales leadership to build and refine account growth strategies, including segmentation, targeting, and expansion playbooks • Collaborate cross-functionally with Sales, Marketing, and Product to ensure consistent customer messaging, feedback integration, and product alignment • Analyze customer data, adoption trends, and health scores to identify growth opportunities and proactively address risks • Evolve success frameworks, processes, and tools to increase team efficiency and scalability • Champion the voice of the customer — ensuring insights inform product roadmap and go-to-market strategies • Drive alignment on key customer initiatives across the organization to support retention, expansion, and long-term value realization • Inspire a culture of ownership, accountability, and revenue mindset within the CSM team

• Lead structured onboarding and training for new clients, ensuring they understand the platform setup, core workflows, and data integrations. • Conduct ongoing training for existing clients when new features are launched or when adoption gaps are identified. • Run weekly or bi-weekly cadenced meetings with large account stakeholders, proactively identifying issues and expansion opportunities. • Translate customer feedback into actionable product requirements and communicate them effectively to the product and engineering teams. • Create and maintain self-service documentation, FAQs, and training resources to support client autonomy and reduce support tickets.

• Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks. • Meet and exceed net retention and gross churn targets for assigned accounts. • Help customers translate their business use cases into company solutions. • Manage customer stakeholders effectively and build long lasting relationships to leverage during difficult times. • Act as the primary post-sale customer contact to guarantee successful onboarding, user adoption, and retention, i.e own the overall success of the account. • Deliver all identified touches in the customer journey, including regular cadence success planning, and overall cadence. • Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value. • Understand cancellations and document reasons. • Effectively assemble and leverage internal cross-functional teams to deliver back-to-health plans for distressed customers including Professional Services, Support, Account Executives, and Renewals, as well as customer stakeholders and business partners. • Identify patterns pre-emptively to improve the organizational usage and adoption of company solutions. • Assist the renewal and account management teams in all renewal activities as needed. • Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews. • Contribute as necessary to the success of CS operations projects that are address gaps within the customer journey. • Provide feedback and support to the enablement team in their new initiatives, as necessary. • Maintain updated records and forecasting accuracy in all systems (Salesforce and CS management tool).