Director of Customer Success, Scaled Strategy

Building and leading the NORAM scaled Customer Success team:

Align a new team from managers and Customer Success professionals who sit in business units today, and run the transition so customers see continuity rather than a reorganization.

Lead a team of Managers who own the scaled segments, coaching them to upskill and grow their teams.

Own hiring, onboarding, performance, career development, and succession planning for the team, and build a bench that can absorb growth.

Set the coaching standard for scaled work: what good looks like in a persona-based plan, a 1:many engagement, a risk signal, and a value conversation that happens at volume.