• Lead a team of Customer Success Specialists (CSS). • Drive revenue retention and renewals with proactive engagement. • Utilize data to address potential issues and develop strategies. • Serve as a product champion and deliver actionable business intelligence. • Guide the team in realizing the full potential and ROI of products. • Execute the vision and build the workflows for the Customer Success Function.

• Drive product, contact and creative strategies to develop and implement large scale CRM campaigns optimized using machine learning, predictive modeling, and personalized content. • Manage and execute the marketing campaign process from initial request submission to deployment with a focus on outbound marketing channels (e.g., email, SMS, push). • Audience segmentation & execution • QA of touchpoints, personalization elements, any dynamic content, etc.. • Campaign build and deployment • Design and implement A/B and multivariate tests that yield continuous improvements to our fan strategies and lift conversion rates. • Optimize lifecycle CRM campaigns (e.g., onboarding, reactivation) using insights and analytics along with automation tools to increase fan LTV. • Extracting key insights and learnings for future optimization and template efficiency. • Collaborate with internal stakeholders, partners, and vendors to build the most effective campaign strategies to meet performance targets.

• Own, plan, and guide the end-to-end rollout of TRUCE Family for new customers • Serve as the primary point of contact during the implementation and activation phase • Lead kickoff calls, define implementation plans, and manage timelines to launch • Deliver live and virtual training sessions for administrators, educators, counselors, and families • Own the customer relationship post-implementation through adoption, engagement, renewal, and growth • Design, document, and codify TRUCE Family's onboarding and implementation processes • Act as the voice of the customer internally, sharing insights to inform product and program improvements

• Drive the enterprise CRM strategy and 12–18 month roadmap • Propose and advocate for AI-driven solutions • Conduct user research to uncover needs • Influence senior stakeholders to ensure CRM strategy alignment • Define and maintain the multi-year engineering vision • Architect scalable, secure, and integrated enterprise solutions • Drive the AI and automation strategy across the platform • Lead change management efforts for platform adoption • Provide executive-level visibility into platform health and risks