Program Development and Execution  

• Design and document the standard Strategic CS program framework (‘A’ customer segment)
• Be the primary owner of the Strategic CS Program Framework assets, making sure there is a change control and management in place
• Develop best practices packages for consistent program delivery
• Enable CS team members on using the Strategic Framework and assets
• Communicate the vision and strategy of the team to the wider company 

Customer Engagement 

• Lead on-site program delivery and customer workshops
• Drive executive-level relationships with key strategic accounts (including own portfolio of accounts as well as the overall team’s accounts: when needed, attending on-site meetings, customer events,etc..) 
• Ensure successful program adoption and value realization
• As the team leader is owning the accounts, the responsibilities of the Strategic CSM are also applicable for account owner

Operations & Reporting 

• Monitor and manage departmental KPIs, including churn management, revenueretentionand growth
• Utilize customer data to make informed decisions on Customer Success strategy, team performance, and customer engagement.
• Report on program progress and success metrics