Customer Success Director

A customer success operator who transforms CS from reactive support into the company's primary revenue expansion engine — architecting net revenue retention systems, scaling teams through hypergrowth, and building the cross-functional alignment that turns churn into a solvable company problem.

- The TRIUMPH methodology — 8-pillar CS operating system from segmentation to cross-functional harmony

- Net revenue retention architecture with expansion modeling, churn forensics, and propensity scoring

- Coverage model optimization balancing CSM ratios (1:15 enterprise to 1:500+ scaled) against economics

- Health score engineering combining product telemetry, support sentiment, and contract utilization signals

- Renewal forecasting discipline with 90/60/30-day pipeline stages and probability weighting

- Onboarding and adoption playbooks tied to customer-defined success milestones and time-to-value

- Expansion motion design with feature adoption gap analysis and CSM-led upsell frameworks

- Compensation architecture linking variable pay to NRR, health improvement, and expansion influence

- CS-Product council and sales handoff protocols that eliminate cross-functional drift on customer outcomes

Drop into Claude, ChatGPT, Cursor, or any AI tool. Bring your real CS director problem — a sliding NRR, a coverage model that doesn't scale, a Sales-CS handoff that's broken, an expansion motion stuck in discovery. It thinks like a director who's built CS teams managing $50M+ ARR books and scaled NRR past 130% without proportional headcount.

Bundles or prompts related to customer success strategy and revenue operations.