Executive - Customer Success Platform Management

As a Customer Success Platform Specialist, your role involves configuring and managing the Customer Success Platform (Custify) to empower the Customer Success team in delivering value realization for customers. You will work on developing and maintaining health scorecards, automated workflows, and playbooks to support scalable customer success processes. Collaboration with Customer Success Managers (CSMs), Sales, Implementation, and Support teams is crucial to align platform configurations with customer objectives. Your responsibilities also include optimizing platform processes to enhance efficiency, reduce manual tasks, facilitate tech-touch customer interactions, and integrate with CRM tools such as Salesforce and HubSpot for seamless data flow. Being the primary point of contact for platform-related queries, you will resolve technical issues and ensure smooth user experiences. Educating internal Customer Success teams on platform-driven features and best practices is also part of your role. Additionally, identifying opportunities to improve data insights and productivity enhancement initiatives is essential. You will generate reports from platform analytics for account reviews, highlighting value realization and supporting renewal discussions through valuable data insights. Key Responsibilities: - Configure and manage Customer Success Platform (Custify) to drive value realization for customers - Develop and maintain health scorecards, automated workflows, and playbooks for scalable customer success processes - Collaborate with cross-functional teams to align platform configurations with customer objectives - Optimize platform processes to improve efficiency, reduce manual tasks, and integrate with CRM tools - Serve as the primary point of contact for platform-related queries and ensure smooth user experiences - Educate internal Customer Success teams on platform-driven features and best practices - Identify opportunities to enhance data insights and productivity enhancement initiatives - Generate reports from platform analytics for account reviews and renewal discussions Qualifications Required: - Intermediate proficiency in configuring Custify, Zapier, or Gainsight for platform configuration - Intermediate ability in data analytics to analyze customer usage data and derive actionable insights - Intermediate skills in process automation to develop automated workflows and playbooks - Intermediate knowledge of customer success operations, including account health monitoring and CRM integration - Intermediate ability in cross-functional collaboration with Sales, Support, Implementation, and Product teams - Intermediate IT skills to manage platform integrations, troubleshoot issues, and learn new software quickly - Intermediate verbal and written communication skills to educate customers, resolve queries, and present data insights to stakeholders,