Provide advanced technical support for a B2B SaaS platform: triage inbound requests, troubleshoot using logs, APIs and SQL, engage customers proactively, collaborate with Product and Engineering, and contribute to AI-assisted support workflows and internal knowledge sharing.

Lead and develop a team of Customer Success Managers to drive customer adoption, retention, and expansion. Own account planning, risk mitigation, renewals strategy, executive relationships, playbook execution, and cross-functional collaboration. Monitor customer health, satisfaction, and revenue metrics while scaling team processes and serving as escalation for client issues. Role requires ~25% travel for client site visits.