I own the post-sale relationship for complex, high-value accounts, driving adoption, retention, and expansion, and I back it with the systems that make success repeatable rather than heroic. Implementation and onboarding flows, account-health reporting, support processes, and the analytics that tie them together. The samples below are artifacts I've built: an automated customer success and product pulse report, an SLA-compliant support triage and resolution workflow, and an end-to-end implementation and onboarding SOP for a complex AI B2B SaaS product. Together they show how I turn ambiguous, cross-functional problems into clear, repeatable operations that keep customers successful and accounts growing.