Today, Customer Success is all about metrics, reporting, trends analysis, and getting to the root of the opportunities that will enable customers to be successful. But what I've learned as a Customer Success Leader is that metrics only tell part of the story.I pride myself on being a hands-on leader, constantly engaging with our customers to gather feedback, understand the challenges their businesses are facing, and leveraging those experiences to inject the voice of the customer into everything we do. From product development to the customer journey, the voice of the customer is the lifeblood of any company and I pride myself on being a leader that doesn't stop until that voice is heard.Most recently at Kubecost, I joined as the first Customer Success Leader, tasked with building a world-class Customer Success Program. - Customer Success: Established a Customer Success team responsible for supporting Kubecost's customers and products- Team Development: Built a team of world-class Customer Success Managers and Technical Success Managers, who are responsible for the entire customer journey including onboarding, adoption, and renewals- Process Development: Developed and implemented streamlined processes from the Sales Handoff to Renewals, resulting in best-in-class NRR- Voice of the Customer: Developed strong relationships with our customers to leverage their voice and inject it into every facet of the business, from Finance to Product & Engineering- Systems & Tooling: Successfully procured and leveraged existing tooling to automate workflows and report on key industry metrics company-wide