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Leads and develops a customer success team, drives adoption, retention, customer health, and satisfaction outcomes, and manages complex escalations. Builds scalable CS processes, playbooks, and frameworks; contributes to organizational strategy; analyzes customer data; supports expansion opportunities; and leads cross-functional initiatives with Sales, Product, Support, and Implementation. Represents the company externally and maintains departmental security and compliance controls.

Manage a portfolio of SaaS customers as a trusted advisor, driving onboarding, adoption, retention, expansion, and measurable value realization. Develop success plans, monitor customer health, mitigate churn risks, resolve complex issues, and collaborate with Sales, Product, and Support. Capture customer insights for product and process improvements while maintaining security and compliance standards.

Leads major technical initiatives while designing enterprise identity systems, authorization models, and scalable multi-tenant SaaS architecture. Builds platform components with .NET/C# on AWS, improves data pipelines, resolves complex production issues, and shapes the technical roadmap. Mentors engineers, drives architecture and reviews, coordinates across teams, and supports security, compliance, automation, and continuous platform improvement.

Designs and maintains customer and partner training courses, learning paths, assessments, and certification content for AbsenceSoft University. Builds deep product expertise, partners with Product and Compliance teams on releases and regulatory updates, and uses course data to improve learning effectiveness. The role translates complex software and leave-law information into clear, accessible training while supporting customer onboarding, product adoption, and reduced support escalations.

Leads end-to-end delivery of mid-sized customer implementation projects, coordinating cross-functional resources and serving as the primary customer contact. Develops project plans, manages risks, facilitates status meetings, and tracks project health, budgets, and timelines. The role requires strong stakeholder management, communication, organization, multitasking, and problem-solving skills, with a focus on delivering SaaS or enterprise software implementations on time and within scope.

Leads the strategy, content roadmap, and certification programs for AbsenceSoft University. Manages a growing team while remaining hands-on with course and exam development, LMS administration, reporting, and platform integrations. Partners with Product, Compliance, Legal, and industry organizations to maintain accurate, current training on leave and accommodations. Oversees program performance, customer enablement, credential renewals, and compliance-sensitive content.

Lead the vision, strategy, roadmap, and execution of a compliance platform encoding more than 200 statutory leave and accommodation laws. Manage product managers and compliance experts, translate regulations into scalable features, maintain content accuracy, and apply AI and automation responsibly. Partner with Legal, Engineering, Design, Sales, and Customer Experience to deliver compliant products, support go-to-market readiness, measure outcomes, represent customer needs, and identify regulatory risks and opportunities.

Lead and scale the mid-market sales organization for a high-growth SaaS HR platform. Develop and execute sales strategies, manage and coach account executives and sales leaders, drive pipeline management and forecasting, partner cross-functionally to expand accounts, and represent the company at industry events to meet revenue targets.

Identify and qualify new business opportunities through outbound prospecting (email, phone, social, etc.), partner with Account Executives to build pipeline, maintain CRM records, refine messaging with Sales and Marketing, meet lead-generation targets, and operate within compliance and security controls.

Design, build, and deploy scalable AI/ML models (especially NLP and predictive models), implement MLOps and data pipelines, optimize model performance, research prototypes, ensure ethical and compliant AI, and collaborate with product, engineering, and data teams to embed AI into the leave management platform.