Lead Specialist, Customer Success – Enterprise

Job Description

As a Lead Specialist in Customer Success, you will: 1. Spearhead complex onboarding initiatives for enterprise clients, ensuring seamless execution across teams. 2. Incorporate product-level success strategies into a structured enterprise framework. 3. Synthesize product usage data into compelling narratives that highlight ROI. 4. Present progress and value attainment in governance meetings. 5. Develop clear governance materials for executive reviews. 6. Coordinate cross-product escalations and drive resolution. 7. Identify gaps in adoption and implement action plans. 8. Collaborate with Product CSMs to align product strategies with enterprise goals. 9. Contribute to documentation and best practices to enhance execution quality.

Qualifications

To be successful in this role, you should have: 1. 5+ years of experience in Customer Success, Program Management, or related roles. 2. Proven ability to drive value realization and translate product adoption into business outcomes. 3. Strong data synthesis skills to derive actionable insights. 4. Executive-ready communication skills. 5. Strong documentation and program management abilities. 6. Analytical mindset focused on improving customer satisfaction. 7. Familiarity with Salesforce and Customer Success platforms.

Benefits

As an employee, you will: - Lead complex, multi-product onboarding and adoption initiatives for strategic enterprise customers, ensuring coordinated execution across teams. - Integrate product-level success plans into a structured enterprise success framework aligned to customer business goals. - Consolidate product-level usage and performance data into executive-ready value narratives that demonstrate ROI and impact. - Present adoption progress, risk signals, and value attainment in governance forums such as QBRs and executive reviews. - Develop clear governance materials and milestone tracking to support executive reviews, QBRs, and customer success reporting. - Coordinate cross-product escalations and drive resolution through structured collaboration with internal stakeholders. - Identify gaps between adoption activity and business outcomes and drive coordinated action plans to close those gaps, minimizing revenue risk. - Partner with Product CSMs and support teams to ensure product-level success strategies contribute to enterprise-level value realization goals. - Contribute to documentation standards, success playbooks, and best practices that elevate execution quality across strategic accounts.