Leads a Customer Success Engineering pod serving enterprise customers across AMER. Owns critical escalations and Zendesk queue health, mentors engineers, investigates complex distributed-system issues, and drives debugging, automation, documentation, and AI adoption. Builds senior customer relationships, partners with Product, Engineering, and Account Management, improves support processes, and participates in a 24/7 on-call rotation.

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.