• Develop and execute a comprehensive customer success strategy that aligns with Spacelift’s goals and drives customer satisfaction, retention, and growth. • Lead, mentor, and manage a team of Customer Success Managers, fostering a culture of excellence and continuous improvement. • Build and maintain strong relationships with key customers, understanding their business needs and goals. • Act as a trusted advisor and advocate for the customer, ensuring their success and driving product adoption. • Oversee the customer onboarding process, ensuring a smooth transition from sales to implementation. • Define and track key performance indicators (KPIs) for customer success. • Collaborate with Sales, Product, and Support teams to ensure a cohesive approach to customer success. • Address and resolve escalated customer issues and concerns promptly and effectively. • Collect and analyze customer feedback to identify opportunities for improvement.

• Executive Relationship: Manage and grow relationships and constant touch-points with senior customer executives for the region. • Team Management: Grow and manage a team of Customer Innovation Directors who, in turn, will manage a certain number of accounts in that region and be responsible for adoption and expansion for those customers. • Renewal Management: Be responsible for renewals, upsells, and cross-sells for the whole region. • Identifying and Nurturing Growth Opportunities: Responsible for the farming and growth of accounts for the region. • Goal and Requirement Understanding: Understand customer’s business, strategic goals, and requirements to Innovaccer’s product portfolio. • Value Opportunity Identification and Realization: Identify and communicate opportunities for customers and realize value generated from Innovaccer's products and services. • Change Management: Manage significant changes in requirements as well as customer’s process or skill changes to fully utilize Innovaccer products.

• Manage a team of senior Customer Success Managers overseeing Forerunner’s enterprise accounts • Drive customer health and expansion, coach a high-performing team • Achieve key retention and growth metrics (ARR and health targets) and monitor account performance • Maintain a small book of business to stay close to customer needs • Work cross-functionally with Sales, Product, and Implementation teams to ensure seamless delivery and long-term success for customers

• Partner with the sales team to qualify leads, conduct introductory calls, and provide ongoing support that drives successful deal closures and fosters long-term customer relationships. • Guide customers through onboarding, setup, and usage of BrightSign’s cloud-based tools ensuring smooth adoption and experience. • Serve as the first point of contact for subscription-related questions, including orders, renewals and account needs, ensuring timely resolution and appropriate escalation to internal teams as needed. • Maintain ongoing communication to ensure customer satisfaction, resolved issues, and identify opportunities for value-added support and growth. • Support the subscription process and provide expertise around BSN.cloud to support Sales Reps and external customers. • Ensure proper documentation and tracking of customer information and engagement activities across internal systems. • Identify process gaps or recurring pain points and recommend improvements to enhance customer experience and internal workflows. • Provide feedback to Product and Sales leadership based on customer needs and use case trends.