Leads complex technical customer escalations, enterprise onboarding, incident resolution, debugging, and proactive customer engagements. Mentors Customer Success Engineers, improves support processes and documentation, contributes product fixes, promotes automation and AI, and partners with Product, Engineering, and Account Management. The role also owns high-severity incidents, root-cause analysis, service-level performance, and regional technical capability development within a global, remote Customer Success organization.

Own end-to-end pursuit of strategic enterprise accounts: win new logos and drive expansion via account plans, stakeholder mapping, structured qualification (e.g., MEDDPICC), technical and executive engagement, disciplined forecasting, CRM hygiene, and clean handoffs to Account Management and Customer Success.