Leads and develops a Customer Success team responsible for customer satisfaction, retention, service quality, and sales-related KPIs. Oversees coaching, training, performance management, escalations, customer account relationships, reporting, CRM documentation, payments, collections, cross-selling, and process improvement. Partners with Sales, Product, and Support teams to improve the customer journey and maximize customer value while maintaining operational standards and regular onsite attendance.

Responsible for prospecting, generating leads, managing the full sales cycle, building client relationships, presenting solutions, negotiating contracts, closing deals, growing accounts, meeting revenue targets, and tracking pipeline performance. The role requires onsite collaboration with marketing and operations, CRM usage, and regular reporting to leadership.

Provide strategic and day-to-day HR support to client accounts: advise on employee relations, investigations, performance management, and compliance; develop policies, handbooks, and SOPs; conduct HR audits; support recruiting, onboarding, and employee development; build client relationships and travel locally 2-4 days per week.