Build and manage the Automation LOB customer success (CS) function to drive customer engagement outcomes and experiences, overall CS P&L, SaaS revenue growth and retention, sales and support. Collaborate with Sales to strategize, forecast, land and expand within new and existing businesses.- Achieved savings from toil reduction (4.1M+ hours/year) for customers through complex process automation and transformation, driving significant growth with healthy margins. Combined ASs processed 1.3B+ automated transactions annually with 80%+ lower AHT.- Led a 2x increase in team size by fostering a culture of belonging and trust, resulting in a high-performing team with measurable improvements in productivity and utilization.- Navigated high-pressure situations with customers and internal teams during the hybrid work transition, ensuring zero disruption in services and meeting a customer satisfaction index of 90%+.- Drove customer success strategies that resulted in over 90% of customers becoming referenceable within 3 quarters by focusing on proactive engagement and operational excellence.- Spearheaded SalesOps and BizOps for the CEO's office, including annual sales planning, regional targets deployment, pipeline reviews, forecasting, incentive structuring, driving efficiency in sales ops, IT, and IS functions.- Improved forecast accuracy to ~90% by implementing a structured pipeline review process and rigor in opportunity management, leading to more precise sales planning and execution.