Own a portfolio of mid-market and enterprise customers, driving adoption, measurable outcomes, renewals, retention, and expansion. Develop success plans, manage escalations, lead executive business reviews, and identify upsell opportunities. Partner cross-functionally with Sales, Support, Engineering, Product, and Marketing to resolve issues and improve customer experience. Use Salesforce, Planhat, analytics, automation, and AI-assisted workflows to scale impact. Mentor CSMs and improve customer success processes.

Lead architecture and implement large cross-cutting initiatives on a SaaS grantmaking platform. Produce high-quality full‑stack code (Rails/React/Node), mentor engineers, drive SDLC best practices, and champion AI-assisted development while collaborating with product, infra, and QA teams.