Rewind

• Diagnose and resolve complex technical issues across APIs, SaaS platforms, and cloud infrastructure. • Identify systemic failure patterns across tickets and drive changes that prevent entire categories of issues. • Build a working mental model of Rewind's architecture and integrations so you can reason about problems before you reproduce them. • Reproduce bugs, analyze logs, and identify root causes to drive effective solutions • Communicate technical concepts clearly to both technical and non-technical customers • Actively participate in incident response and help define the framework for a future 24/7 on-call rotation as we scale our support coverage • Triage and escalate issues to Engineering with clear documentation and reproducible steps • Partner with Product and Engineering to prioritize and resolve defects • Act as a technical liaison, ensuring customers are kept informed throughout resolution • Improve workflows, automations, and support tooling to increase efficiency • Build and maintain internal runbooks and troubleshooting guides • Identify opportunities to reduce ticket volume through proactive fixes and self-serve resources • Raise the bar for the team through hands-on mentorship in debugging, writing, and customer communication • Contribute to onboarding and training for new hires • Recognize recurring technical issues, document the pattern, and recommend product or infrastructure improvements • Partner with internal teams to advocate for scalable, customer-centric solutions • Drive excellence through the continuous evolution of Rewind's technical support frameworks.

• Manage relationships with a portfolio of enterprise and upper-mid market customers, serving as their primary strategic partner at Rewind • Guide customers through pre and post sale testing, implementation, adoption, and ongoing success planning to ensure they achieve value from Rewind’s platform • Conduct regular business reviews, success planning sessions, and executive check-ins with key stakeholders. • Develop and own strategies to improve customer health, long-term retention and customer satisfaction • Partner with Account Managers to identify cross-sell opportunities across Rewind’s other supported integrations (ex. expanding from Jira to GitHub coverage) • Act as the voice of the customer internally, sharing insights that help shape product priorities and improvements. • Partner closely with Sales during handoffs and expansion opportunities to ensure a seamless customer experience. • Collaborate with Product and Engineering teams to surface feedback and influence roadmap discussions. • Work with Marketing and Support teams to develop resources that help customers adopt and succeed with Rewind. • Design and implement the foundational customer success playbook, including onboarding frameworks, engagement models, and lifecycle strategies • Define what great customer success looks like at Rewind by establishing processes, success metrics, and best practices • Build repeatable approaches for enterprise onboarding, value realization, and account health monitoring • Identify tools, systems, and workflows needed to support a scalable CS organization

• Identify and qualify cross-sell opportunities within an existing customer base. • Analyze product usage, customer goals, and business challenges to uncover expansion potential. • Partner with the Customer Success team to prioritize accounts with the strongest expansion signals. • Lead discovery conversations with customers to understand evolving needs and priorities. • Position additional products, modules, or features that help customers achieve better outcomes. • Own the cross-sell sales cycle from opportunity identification through close. • Build clear expansion proposals and guide customers through evaluation, pricing, and approvals. • Maintain accurate opportunity tracking and forecasting in Salesforce. • Work closely with Customer Success, Sales, and Product teams to ensure a seamless expansion experience. • Track expansion metrics including pipeline coverage, conversion rates, and revenue targets.