Take ownership of our Customer Success (CS) routines and processes to ensure they scale effectively as our customer base grows., Own key metrics and routines that ensure customers are successfully set up, managed, and retained e.g. customer retention and ARR onboarded — with an eye on efficiency and scale., Drive and implement initiatives that boost team efficiency and establish best practices, enabling us to serve every customer in the best possible way., Foster close collaboration and alignment across Sales, Engineering, DataOps, and Customer Success to collectively deliver a seamless, efficient, and high-impact customer journey — from onboarding to long-term success., Take ownership of building effective knowledge management systems that enable the CS team to perform at their best, facilitate the sharing of insights across the company, and establish the right tools and best practices throughout the entire Customer Success lifecycle., Act as a people lead for the Customer Success team — building a supportive team culture, providing coaching and guidance, help team members to grow in their role, and ensuring accountability toward shared goals., Foster a culture of continuous improvement and feedback within the team to ensure consistent customer success outcomes., Drive resource planning and process design to ensure Customer Success Managers (CSMs) can work effectively, serve more customers, and meet key customer milestones., Act as a sparring partner and coach for the Customer Success team, helping them drive meaningful adoption and change management in highly technical, industrial customer environments., Bridge the gap between our complex AI/ML-based SaaS product and real-world cement plant operations — making sure the team is equipped to translate technical value into practical impact for customers., Provide strategic and hands-on support to help CSMs navigate customer resistance, identify adoption blockers, and guide plant stakeholders through successful transformation journeys., Help the team connect the dots between our product capabilities and each customer’s operational context, making sure our software becomes an integrated and valuable part of their production process., Serve as a strategic partner for C-level stakeholders where necessary at our small to mid-sized customer accounts, ensuring alignment and engagement across all levels of the customer organization., Take direct ownership of a small number of customer accounts to stay close to the day-to-day work and provide hands-on support and guidance to your team.
