Own CX execution at scale
Translate CX goals into clear operating plans, scalable programs, and repeatable workflows across Customer Success, Implementation, and Support.
Own complex CX initiatives end-to-end, from problem definition through launch, adoption, and ongoing measurement.
Identify breakdowns in execution, alignment, or accountability and drive them to resolution.
Bring structure, options, and recommendations to ambiguous problems and support CX leadership in making informed tradeoffs.
Own and optimize CX systems and data
Own and optimize CX systems and data flows including ChurnZero, Salesforce, Pendo, Gong, and supporting analytics tools.
Ensure data integrity, consistency, and alignment across CX, Finance, Product, and GTM teams.
Act as the steward of CX system health and data quality, proactively identifying and fixing issues before they impact execution.
Define how CX systems are used, connected, and governed as the organization scales.
Reporting, insights, and decision support
Define, build, and maintain CX metrics, dashboards, and reporting that support day-to-day execution and leadership decision-making.
Surface customer risk, expansion opportunity, adoption gaps, and operational inefficiencies through data and signal analysis.
Translate insights into clear recommendations and actions, not just dashboards or analysis.
Ensure CX metrics are trusted, consistently used, and embedded into how teams operate.
AI-powered CX execution
Execute the CX AI strategy by embedding intelligence directly into CX workflows so insights automatically drive action.
Evaluate, implement, and operationalize AI-enabled tools that reduce manual work and improve consistency, speed, and signal quality.
Partner with CX leaders to identify where AI can meaningfully improve preparation, documentation, follow-ups, prioritization, and early risk detection.
Ensure AI capabilities are practical, adopted by teams, and tied to measurable outcomes.
Cross-functional partnership and scale
Partner closely with leaders across Product, Sales, Finance, and Engineering to ensure CX initiatives are aligned and integrated.
Serve as a trusted execution partner to CX leadership by providing clarity, rigor, and follow-through.
Influence without authority and push back when needed to protect customer outcomes and operational integrity.
Continuously evaluate and improve CX workflows to reduce friction, prevent process drift, and support growth at higher scale and complexity.
