Own a roughly $3M customer portfolio, driving retention, expansion, portfolio health, and executive stakeholder engagement. Build scalable customer-success playbooks, automations, and touchpoints while identifying opportunities for high-impact personal involvement. Nurture champions, share customer feedback with product and go-to-market teams, manage complex accounts, coach junior CSMs, and lead team initiatives. The role involves customer travel, flexible hours for US time zones, and contributing to the evolution of customer success at an AI/SaaS scale-up.

Own and ship contract workflow features, rapidly learn the domain, run discovery with customers, take responsibility for AI/agentic review quality, collaborate with engineering, design and GTM, measure outcomes, iterate or pivot, and deliver customer and revenue impact within months.