Design and operationalize a scaled CS engine using automation and AI tooling to deliver value across a large portfolio
Build and run one-to-many programs (webinars, office hours, enablement series, lifecycle campaigns), converting repeatable plays into automated workflows
Evaluate, source, and implement tooling that increases customer coverage, engagement, and expansion efficiency
Own gross retention and expansion across ~150–200 accounts, maintaining strong forecasting discipline and renewal rigor
Identify and execute expansion opportunities, building relationships with both technical buyers (web performance leads, mobile leads, SREs, Frontend Leads, VPs Eng) and executive sponsors (CTOs, CPOs)
Be a product and performance expert, serving as a subject matter expert in user-focused observability (mobile and web RUM, synthetic monitoring, and digital performance optimization)
Collaborate cross-functionally with Sales, Solutions Engineers, Marketing, and Product to drive retention, expansion, and customer advocacy

5+ years in Customer Success, Consulting, or Account Management
Proven ability to manage a large book of business and drive expansion through CS-led motion
Proven experience designing scalable CS programs using automation and AI tools (or a strong desire and track record of adopting emerging AI workflows)
Strong one-to-many communication skills, including experience using automation and scalable programs to deliver value
Comfort articulating both technical and business value to senior technical and executive stakeholders
Experience supporting developer-focused products (SDKs, integrations, APIs, observability platforms)
Background in web performance, RUM, APM, or observability and Experience supporting web, frontend, platform, or digital experience teams
Able to operate with imperfect structure and build scalable processes from scratch

Growth Customer Success Lead

Key skills