Support, own, and enforce the overall Customer Experience (CX) strategy.
Lead the escalation point and manage complex incident handling.
Ensure robust case management and structured follow-ups.
Standardize process governance and compliance across accounts.
Audit delivery quality and implement improvements where required.
Manage risk proactively and mitigate potential service disruptions.
Collaborate cross-functionally to streamline workflows and improve operational efficiency.
Maintain strong client relationships and ensure satisfaction across all touchpoints.

5+ years in Customer Success, Delivery Management, or Account Governance within SaaS, CRM (preferably HubSpot), or Digital Implementation environments.
Experience managing high-value or complex multi-stakeholder accounts.
Proven expertise in incident management and escalation handling.
Proven ability to identify early risk indicators, conduct structured root-cause analysis, and implement preventive frameworks across multiple accounts.
Experience contributing to client experience strategy initiatives.
Exceptional executive-level communication skills (written and verbal) with a neutral accent.
Ability to take control in high-pressure situations and drive resolution with clarity and authority.
Demonstrated ability to hold internal teams accountable for timelines and commitments.

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