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Owns and operates a scaled digital customer success program for mid-market SaaS customers, spanning onboarding through renewal. Responsibilities include designing lifecycle campaigns, driving product adoption, protecting gross revenue retention, creating automated risk interventions, building customer health scores and segmentation, monitoring engagement metrics, and developing executive dashboards. The role partners with Customer Success, Product, Marketing, and Operations teams to use AI, automation, and customer signals to personalize engagement, improve retention, and increase CSM capacity.