Design and optimize customer-centric processes for continuous improvement. Support organizational change by rolling out new processes and systems and supervise adoption. Analyze trends using data from customers, individuals, and systems to provide insights. Identify gaps and promote process and design improvements using data analysis. Leverage AI to drive retention and expansion, designing workflows to catch churn risks and spot opportunities. Manage customer lifecycle programs, improving onboarding, adoption, renewal, and growth processes. Run weekly renewal forecast in collaboration with Customer Success leadership. Develop digital and tech-touch strategies for customer engagement across broad audiences. Lead and grow a team, ensuring clear communication from top to bottom. Use customer data to drive action through health scoring and early-warning metrics. Collaborate with Customer Success, Product, and Revenue leadership to translate insight into actionable pipeline.