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Owns customer success for charity partners on a fintech platform, proactively identifying growth opportunities to increase their fundraising impact.
Oversees customer success implementation initiatives, onboarding, and integrations as a team leader reporting to VP level.
Lead and develop a US customer support team, manage queue distribution and SLAs, handle escalations, and spend 30-40% of time actively supporting customers.
Lead a global support organization combining AI-powered automation, human support, and VIP developer support while driving strategy, metrics, and continuous improvement.
Lead and architect the Customer Success function, defining onboarding/enablement standards, managing retention risk, and coaching a high-performance CS team.
Manages customer support team operations, coaches analysts, and ensures quality technical support delivery for healthcare platform customers.