Leads a team of Customer Success Managers serving high-touch and strategic SaaS accounts. Owns retention, renewals, expansion, adoption, escalations, forecasting, and executive relationships. Coaches CSMs on account strategy, negotiation, value realization, and risk management while partnering with Sales, Finance, Product, Marketing, and Support. Establishes KPIs, dashboards, success plans, and reporting to improve GRR, NRR, churn, renewals, customer satisfaction, and team capacity.

Lead strategy and delivery of AI-powered capabilities across Employ's recruiting platforms. Define product vision, prioritize roadmap, partner with engineering, design, and data science, ensure responsible AI practices, measure product success, and drive adoption to improve recruiter productivity and customer outcomes.