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Lead and grow a team of Mid-Market Customer Success Managers to drive retention (GRR/NRR), risk mitigation, and expansion. Develop scalable playbooks, operating rhythms, and QBR standards; coach CSMs on executive relationships and value narratives; act as escalation for complex or at-risk customers; leverage health signals and usage data to manage portfolio risk; and partner with Sales, Product, and Support to influence roadmap and customer outcomes.