Teams at Crisis24

Leads the Customer Success transformation agenda, including Voice of the Customer, future-state operating-model and process design, organizational change, enablement, adoption, and benefits realization. Partners with senior leaders, functional teams, and the PMO to translate customer insights and business priorities into measurable improvements in customer experience, retention, growth, and operational effectiveness.

Manages contract renewals for assigned client accounts, coordinating with Account Managers, Contracts, Operations, and Accounts Receivable. Updates Salesforce and agreement records, supports client inquiries and account changes, negotiates approved upsells or downgrades, conducts proactive outreach, maintains client relationships, and documents sales activities. The role also helps ensure timely invoice payment and minimizes revenue loss while providing a seamless renewal experience.

Supports technical countermeasures, executive protection, and cyber-risk security programs through field operations, incident response, readiness activities, risk assessments, workflows, vendor coordination, and leadership briefings. The role develops playbooks, policies, metrics, and operational improvements; supports training and exercises; manages stakeholder relationships; and participates in regular travel and approximately 50% after-hours or on-call coverage.