Description of the Work

The Customer Success Leader represents the Customer Success organization internally and externally and is responsible for customers’ long‑term success from onboarding through renewal and expansion, at both the individual account and portfolio level.

Primary responsibilities are broken into six key areas:

• Customer Relationship & Strategic Partnership

.Establish and maintain executive‑level, trust‑based relationships with key stakeholders across assigned customer organizations.

· Act as a strategic advisor to customers and senior internal stakeholders, ensuring customer goals and feedback influence product direction and service delivery.

· Own and oversee Executive Business Reviews (EBRs) across the portfolio, ensuring consistency, quality, and strategic alignment.

· Serve as an executive escalation point for critical customer relationship, delivery, or satisfaction issues.

2. Value Realization & Success Strategy

· Define and standardize Success Planning frameworks used across the CSM team, ensuring alignment to customer outcomes and Logile value drivers.

· Ensure proactive monitoring of product adoption, usage trends, and customer health across the portfolio.

· Drive a consistent approach to risk identification, churn prevention, and value realization.

· Hold CSMs accountable for measurable progress against customer success KPIs.

3. Account, Renewal & Expansion Oversight

· Maintain visibility into all upcoming renewals and key contractual usage metrics across the portfolio.

· Oversee execution of renewals, ensuring:

o Simple renewals are executed efficiently and on time

o Strategic renewals and expansions are coordinated closely with Account Management

· Support the development of strong customer advocates and referenceable accounts.

· Ensure accurate and timely maintenance of customer data, health scores, and metrics within the Logile Customer Success platform.

4. People Leadership & Team Development

· Lead, coach, and mentor a team of Customer Success Managers to drive performance, accountability, and career growth.

· Set clear expectations for CSM responsibilities, operating cadence, and customer engagement standards.

· Conduct regular 1:1s, performance reviews, and development planning.

· Build internal Customer Success capability through onboarding, enablement, and ongoing coaching.

· Foster a culture of ownership, collaboration, and continuous improvement within the team.

5. Cross‑Functional Leadership & Escalation Management

· Partner closely with Product, Support, Sales, and Implementation leadership to deliver a cohesive, end‑to‑end customer experience.

· Act as the primary Customer Success escalation owner for:

· Relationship challenges

· Delivery risks

· Ticket escalation and resolution concerns

· Translate customer feedback and usage insights into clear, actionable input for Product and internal teams.

· Champion Customer Success priorities across the organization.

6. Operational Excellence & Continuous Improvement

· Define and evolve Customer Success processes, tools, and operating models to support scale.

· Contribute to and sponsor the development of scalable enablement assets, including onboarding guides, playbooks, and best practices.

· Drive continuous improvement initiatives focused on customer satisfaction, loyalty, and advocacy.

· Ensure consistent measurement and reporting of Customer Success performance metrics.

Success Metrics

The success of the Customer Success Leader will be evaluated on:

· Customer Retention & Renewal Rate

Consistent delivery of value and strong executive relationships that drive renewals.

· Customer Health & Adoption

Portfolio‑level improvements in customer health, engagement, and value realization.

· Customer Satisfaction & Advocacy

Strong CSAT and NPS performance, with growth in customer advocates and references.

· Team Performance & Maturity

CSM effectiveness, consistency of execution, and development of internal talent.