• Analyze product usage, engagement, and renewal signals to identify adoption risks, growth opportunities, and priority accounts
• Translate data into clear guidance for CSMs so they know where to focus, which actions to take, and how to support customer outcomes
• Partner cross-functionally to design scalable motions such as adoption campaigns, feature rollouts, and at-risk outreach workflows
• Help build and refine the logic behind customer success workflows, including signals that trigger risk mitigation or growth conversations
• Turn complex usage data into practical, easy-to-understand direction for customer-facing teams
• Ensure customer learning materials, enablement assets, and playbooks stay aligned with launches, positioning, and roadmap changes
• Support post-launch feedback loops by sharing adoption performance, friction points, and customer insights with internal stakeholders
• Define and track KPIs tied to adoption, engagement, and CSM effectiveness
• Contribute to a globally scalable enablement approach that can work across regions, languages, and levels of market maturity

• 5+ years of experience in Customer Success, Customer Success Operations, Revenue Operations, Go-to-Market, Enablement, Business Analytics, or a related role
• Experience in a SaaS or subscription-based environment
• Strong analytical and critical thinking skills, with the ability to interpret usage and business data and turn it into action
• Experience influencing cross-functional stakeholders and working behind the scenes to improve team effectiveness
• Ability to communicate clearly with both frontline teams and senior leadership
• Experience creating or improving workflows, playbooks, or operational processes that support customer adoption and growth
• Working knowledge of customer lifecycle, renewals, expansion, and product adoption concepts
• Comfort operating in ambiguity and helping shape a role that is evolving

Preferred experience

• Experience in Customer Success leadership, Customer Success strategy, Revenue Operations, or a similar strategic support role
• Familiarity with tools and workflows that support scaled outreach, customer insights, and team productivity
• Experience using product usage data, CRM data, and engagement signals to guide customer actions
• Exposure to customer education, in-app guidance, or enablement content strategy
• Experience working across global teams and building programs that scale across regions