• Own and drive Customer Success’s most critical operational and strategic initiatives end-to-end. • Optimize processes, workflows, and systems to ensure scalability while maintaining a high-quality customer experience. • Lead training and onboarding programs for Customer Success Managers to drive consistency and excellence. • Identify, implement, and optimize tools that improve efficiency and visibility across Customer Success (e.g., CRM and CS platforms). • Establish forecasting and demand planning models to ensure appropriate resourcing. • Define, track, and report on key performance metrics to measure Customer Success effectiveness and outcomes. • Ensure data integrity across systems to support accurate reporting and decision-making. • Manage and develop a world-class team of Customer Success Operations leaders, fostering a collaborative and high-performing culture. • Partner cross-functionally to define strategy, prioritize initiatives, and drive alignment across the organization.

• Serve as the primary contact for enterprise-level hotel groups across APAC and additional assigned regions. • Build strong, long-term strategic relationships with senior stakeholders including Directors of Revenue, Commercial Leaders, and Group Executives. • Navigate complex organisational structures and multi-property requirements. • Lead quarterly business reviews, presenting performance insights and growth opportunities. • Manage and optimise the full suite of Profitroom solutions like Email Marketing, Guest Messaging, etc. • Provide high-level enterprise support through training and collaborating with technical, product, and marketing teams. • Achieve enterprise revenue targets and account-level budget goals. • Conduct regular audits of the guest journey and optimise product revenue streams across multi-property groups.

• Manage a high-volume portfolio of low ACV customers mainly post-onboarding (from day 90 onwards). • Create and deliver One-to-Many engagement strategies, including: • Webinars, Group Q&A sessions, and product education sessions. • Mass campaigns for feature adoption, upgrade offers, and retention nudges. • Automated cadences and lifecycle campaigns to encourage product usage. • Lead the creation of a WhatsApp Community (Portuguese & Spanish) to support ongoing education and customer connection. • Build and maintain our WATI Certification Program and educational content (videos, guides) for self-service enablement. • Collaborate with the Onboarding CSM and other internal teams to ensure customers have a seamless post-onboarding journey. • Handle upgrade requests and cancellation requests based on internal playbooks — and continuously improve these workflows. • Create and revise CS playbooks for: • Post-onboarding journey (One-to-Many format) • Retention and re-engagement tactics • Plan upgrades and revenue expansion • Provide initial support via WhatsApp for customers with basic questions, focusing on deflection through educational content and Help Center resources. • Analyze product usage trends, churn signals, and engagement metrics to proactively identify and act on customer needs.

• Own the end-to-end success of a portfolio of mid-market and enterprise customers • Lead onboarding and implementation for multi-location operators, ensuring fast time-to-value • Drive adoption and measurable ROI by helping customers operationalize Voice AI across their businesses • Partner with Sales and leadership to support expansions from pilot programs to full portfolio rollouts • Build trusted relationships with operators, call center leaders, and executive stakeholders • Proactively identify risk and opportunity using usage data, performance metrics, and customer feedback • Act as the voice of the customer, translating insights into product improvements and roadmap priorities