Lead and scale post-sale Customer Success for Enterprise and Mid-Market: own retention and expansion metrics, build playbooks and onboarding, manage CSM team, handle escalations, partner cross-functionally, establish health scoring and forecasting, and report to executives.

Provide front-line support for a real-estate closing platform: troubleshoot time-sensitive closing inquiries via phone, email, and chat; use ticketing systems; escalate to product/dev; deliver customer feedback; update documentation and basic HTML templates to improve customer experience.