Audit account health across all pillars and have a clear picture of wins & risks at any given time. Prompt strategic & long-term planning among AGPs. You ensure they clearly articulate plans to drive account health and hold them accountable to follow through. Provide internal visibility to accounts at risk, and mobilize the support required to drive results. Your actions ensure “no surprises”. Ensure AGPs tell a compelling story around value realization & unlock opportunities for adoption expansion in customer EBRs or equivalent. Are seen as a trusted mentor and champion to AGPs. You set a high bar for how to drive customer outcomes, which AGPs are inspired to meet or exceed. Own leadership contacts across top accounts, and support AGPs in engaging new contacts where needed. You are a trusted advisor to the customer and an effective point of escalation. Understand product functionality and how to effectively use it to drive customer outcomes. You can compellingly articulate value potential or value realized in customer conversations, and propagate that knowledge among your team. Act with urgency - setting aggressive but realistic targets - and are trusted both internally and externally to follow through. Represent the voice of the customer to our internal stakeholders, especially around product direction required to improve our maturity and value delivery. Are expert on internal processes, both within CG and across teams, and ensure AGP compliance. Identify gaps in lifecycle activities and support CXLT in driving scalable improvements. Bachelor's degree in Economics, Sciences, Business Administration, Marketing, or a related field; MBA or equivalent experience preferred. 10+ years of experience in customer success, account management, or related roles, with at least 3 years in a leadership capacity. Proven track record of driving customer satisfaction, retention, and revenue growth in a B2B SaaS environment. Strong leadership and team management skills, with the ability to inspire and motivate a diverse team. Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and credibility with internal and external stakeholders. Strategic thinker with a results-oriented mindset and a passion for driving customer success. Analytical mindset with the ability to leverage data and insights to inform decision-making and drive continuous improvement.