Owns the customer and employee experience and readiness for TDW's digital products from pre-launch testing through onboarding, adoption, ongoing support, and value realization. Serves as the primary advocate for customer success, coordinating across Product, Engineering, Commercial, and TDW support functions to ensure customers are prepared, issues are resolved, feedback is captured, and products deliver the intended customer value. Key Responsibilities - Responsible for customer onboarding and implementation planning and readiness - Build and execute customer support plan - Responsible for early adopter and pilot programs and ensuring successful customer launch. - Monitor customer adoption, usage, and voice of customer feedback for both internal and employee AI digital tools. - Coordinate and execute internal implementation and training for digital and AI initiatives. - Capture and organize customer feedback, workflow challenges, and adoption barriers for customer & product success. - Responsible for project prioritization and measuring value of internal AI initiatives. - Ensures internal and external customer organization is prepared for successful adoption and use of the product and owns the customer readiness plan. Knowledge, Skills, and Abilities - Customer Success & Adoption Management — Strong understanding of customer success practices across onboarding, implementation, adoption, engagement, value realization, retention, and ongoing support. - Digital Product & SaaS Knowledge — Working knowledge of digital product and SaaS delivery models, including product releases, customer testing/UAT, implementation, support, adoption metrics, and continuous product improvement. - Customer Readiness & Change Management — Ability to assess organizational readiness, identify adoption barriers, and develop practical plans for communication, training, onboarding, and change adoption for both external customers and TDW employees. - Customer Testing & Validation — Ability to plan and coordinate early-adopter programs, pilots, user acceptance testing, and structured product validation with customers and internal users. - Cross-Functional Leadership — Ability to lead through influence across Product, Engineering, Data & AI, Commercial, Sales, Support, and business functions without requiring direct organizational authority. - Customer Support & Escalation Management — Strong understanding of support models, issue triage, escalation management, service expectations, and coordinating technical teams through resolution of customer-impacting issues. Experience - 5+ years of experience in customer success, account management, or customer-facing roles, with 2+ years of front-line management experience - Strong customer-facing communication and relationship-building skills — you tailor your communication style to your audience, build trust through reliability and follow-through, and demonstrate genuine curiosity and understanding of each customer’s business. - Experience in customer success, solutions architecture, implementation consulting, or strategic advisory roles within B2B SaaS. - Ability to lead communications with various levels, including Director-level and VP-level leaders - Strong business acumen with the ability to articulate value, calculate ROI, and drive customer business outcomes - Track record of achieving team targets for expansion, retention, and customer satisfaction - Ability to balance strategic thinking with tactical execution and context-switch between coaching, customer engagement, and operational planning