Manage a portfolio of medium and large SaaS customer accounts throughout implementation, adoption, renewal, and expansion. Build trusted relationships with customers and system integration partners, lead governance meetings, monitor customer health and risks, coordinate issue resolution, and drive product adoption and revenue retention. Develop success plans, facilitate executive communications, gather feedback, support referenceability, and mentor junior customer success managers while collaborating across internal teams.

Owns roadmap execution and capability definition for an Agentic AI Platform. Translates AI platform strategy into requirements, prioritized roadmaps, reusable agent orchestration and lifecycle capabilities, governance controls, observability, and scalable platform patterns. Partners with engineering, architecture, data, security, legal, compliance, customer success, professional services, and customers. Measures adoption, reliability, safety, quality, cost, and business impact while balancing technical feasibility, security, compliance, and customer value.