This individual will own the systems, data, and workflows that power our ability to deliver best-in-class customer experiences across segments, regions, and use cases from MSSPs to enterprise red teams.
This role is central to driving our operational maturity forward: from tooling and automation to customer health modeling and performance visibility across 1000+ accounts.
What You'll Own:
Systems & Tooling:
Lead the implementation and optimization of key tools (e.g., Gainsight, SFDC, Databricks) to support CS workflows, renewals, adoption tracking, and support ops.
Partner with Product, R&D, and Support teams to align tech stack with EV/EM rollout phases and customer lifecycle milestones.
Own ongoing configuration and governance of Salesforce for CS use cases including playbooks, task flows, renewal views, and reporting
Serve as the go-to SME for Gainsight (a plus) health scores, CTAs, journey orchestration, and adoption triggers.
Data & Insights:
Build scalable reporting models to track CS performance, GRR/NRR trends, usage signals, and early warning indicators.
Design customer health scoring models using both structured inputs (e.g., ARR, support trends) and behavioral and adoption signals.
Drive quarterly CS insights for leadership reviews and board presentations.
Strategy & Enablement:
Drive operational alignment across CS, MSSP, and Support teams to ensure SLAs, success plans, and validation strategies are measurable and scalable.
Support customer segmentation and service tiering (e.g., Core Defense / Adaptive Security / Offensive Advantage) with relevant data views and automation.
Partner with CS leadership on forecasting, headcount modeling, and compensation design support.
