Own the lifecycle automation engine end-to-end: onboarding, activation, adoption, renewals.
Define health scoring and response playbooks; implement alerts for score shifts.
Stand up renewal risk early warning (90–120 days) with automated save plays.
Own recurring enablement calendar (webinars, office hours, roadmap previews).
Build Voice of Customer pipeline with NPS/CSAT, signals, data, and insights.
Own scalable customer communications for launches, changes, incidents.

🎯 Requirements

4+ years in CS Ops/B2B SaaS; built 1:many CS programs
Systems builder with analytical instincts; define healthy, instrument, iterate
Strong writer and communicator; clear copy under pressure
Cross-functional operator; align Product, CS, Marketing, Support
Comfortable with ambiguity and fast iteration; ship then improve
Preferred: product-led growth or usage-based models; AI tools for scaling content and insights

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