Leads and develops a team of three Customer Success Managers while managing strategic customers. Owns activation, adoption, retention, renewals, expansion, and net revenue retention. Builds scalable customer success playbooks, coaches commercially minded account management, strengthens executive relationships, identifies growth opportunities, and drives product adoption. Establishes portfolio reporting and operating rhythms, monitors customer health, creates enablement resources, and translates customer feedback into recommendations for internal teams.

Lead end-to-end product design for AI-powered speech and conversational intelligence products. Own discovery, prototyping, delivery, usability testing, and iteration across web, desktop, and mobile. Use AI-enabled methods, strengthen design systems, collaborate with Product and Engineering, and mentor designers while maintaining hands-on execution.