Lead & Develop the Customer Success Team
- Lead, coach, and mentor a team of Customer Success Managers across multiple customer segments.
- Own team performance by running regular 1:1s, tracking KPIs, and following up on monthly and quarterly goals.
- Build a culture of ownership, accountability, continuous improvement, and strong customer focus.
- Onboard and train new CSMs, ensuring consistent adoption of processes, playbooks, and best practices.
Drive Customer Retention & Health
- Ensure customers achieve measurable value from Ontop’s products and services.
- Own customer health metrics, risk analysis, and overall retention strategy.
- Proactively identify churn risks and activate mitigation and recovery plans.
- Partner cross-functionally to resolve operational issues and remove customer-impacting blockers.
Strengthen Product Adoption & Customer Maturity
- Guide customers through product activation and expansion into new features and solutions.
- Drive adoption of core workflows, including payments, payroll, compliance, and multi-product usage.
- Build scalable frameworks to measure product adoption, customer maturity, and long-term value.
Operational Excellence & Process Leadership
- Own the end-to-end customer journey, from onboarding through renewal handoff.
- Ensure SLA execution and a consistent, high-quality customer experience.
- Collaborate closely with Product, Support, Operations, and other internal teams to improve processes and customer outcomes.
Partner with Account Management (Commercial Team)
- Work closely with Account Managers to surface upsell and expansion opportunities (without direct selling responsibility).
- Provide customer insights and value narratives that support renewals and commercial conversations.
- Ensure tight coordination between Customer Success and Sales for a seamless customer experience.
