Set the global CS strategy and segmentation model (enterprise, commercial, long-tail/digital). * Build digital-led and scaled CS motions (tech-touch, community, training, in-product guidance). * Stand up a CS Ops function for health scoring, forecasting, QBR standards, and instrumentation. * Expansion pipeline from CS-sourced ≥ Y%. * Digital CS coverage ratio improved (e.g., 1:500+ in long-tail). * Innovation: Implement cutting-edge CS strategies, platforms, and analytics to optimize processes, improve customer experience, and continuously raise the bar in SaaS success.
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