Sr. Customer Success Strategy Manager, New Products

Responsibilities

• Integrate new products into post-sale processes
• Proactively build the process for embedding every new product into existing post-sale workflows as it ships — sponsorship, enablement, and defined success metrics — so no new product launches into a vacuum.
• Partner with Product/R&D early in the launch cycle so adoption is designed for up front, not addressed after the fact.
• Diagnose and close adoption gaps
• Review adoption data on an ongoing basis to identify where, and why, customers aren't adopting new products.
• Develop strategies to close identified adoption gaps, and personally execute against those strategies rather than only assigning them to others.
• Run a standing cross-functional cadence with Scaled Implementation & Success, Enterprise Implementation & Success, Customer Education, Partnerships, and Lifecycle Marketing to turn adoption data into agreed, tracked action.
• Drive execution across teams without direct authority
• Influence and coordinate action across the five post-sale teams above, none of which report into this role, using shared data, a standing cadence, and escalation through the VP of Customer Success when needed.
• Build and maintain relationships with leaders across each function to keep adoption a shared, prioritized outcome rather than a side project.

Languages