Design segmented CS model for strategic, scaled, and long-tail segments.
Establish engagement models: named CSM, pooled, and AI-driven motions.
Lead segmentation, capacity planning, and book-of-business design.
Define service levels, ownership boundaries, and operational standards.
Drive transformation to support evolving customer engagement models.
Evaluate and implement a CS platform integrated with CRM, billing, and usage systems.

🎯 Requirements

Bachelor’s degree in Business/Marketing/Technology or related field; advanced degree preferred.
10+ years leading CS/AM/post-sale SaaS ops.
Executive SaaS/tech leadership with complex segmentation/retention.
Redesigning/scaling CS operating models across high-touch and tech-touch.
Implementing CS platforms and workflow automation.
Strong executive presence to influence across senior leadership.

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