Define, maintain, and continuously improve the CS operating model-including segmentation, lifecycle, playbooks, and engagement strategy., Lead the CS OKR process end-to-end and drive performance metrics such as NRR, NPS, onboarding time-to-value, and customer health., Act as the central CS interface to RevOps, ensuring strong forecasting, analytics, reporting, and data governance., Build and manage scalable 1:n customer formats (self-serve resources, success programs, webinars) with Product and Climate Intelligence., Develop internal enablement structures and maintain up-to-date playbooks, templates, and resources that strengthen CS excellence., Own and optimize the CS tech stack, creating automated, scalable workflows to reduce manual effort,ensure strong data quality and a data-fueled customer experience, Enable a tech-forward, AI-driven CS team by providing reliable insights and promoting a culture where tooling creates real leverage, Develop, write, and deliver scalable 1:n customer communication streams (newsletters, product updates, webinars, etc.), Steer and orchestrate all customer communication streams and event formats including success stories, co-hosted customer events, advisory boards, and user communities with clear goals,ownership and follow-through, Lead high-impact, cross-functional CS projects from conception to execution, Pilot new initiatives (e.g.new engagement models, health scoring, risk signals)and assess impact before scaling
