• Communicate the value proposition for the CloudZero platform and understand how it can be applied to address specific customer business outcomes. • Ensure customers are getting value from the adoption of the CloudZero platform. • Renew customer contracts, looking for opportunities for revenue expansion. • Lead, motivate, actively coach and grow the customer-facing FinOps Account Management (FAM) and Customer Success Management (CSM) teams. • Develop a strategy for scaling Customer Success, including building and managing teams for on-boarding, adoption, renewals and expansion at scale. • Manage the customer experience and journey - from sales handoff through post-sales on-boarding and adoption, and continued customer engagement through renewals and expansion. • Meet with customers globally to drive their adoption and value realization, and to identify areas of improvement for our platform, organization, and process. • Be a customer advocate and act as a trusted partner to R&D and GTM teams by ensuring the right priority and technical resources are being applied to maximize customer success activities. • Translating customer needs into actionable insights and priorities; ensuring a cohesive customer journey in partnership with R&D and GTM stakeholders. • Partner closely with the Sales to support new sales while making sure customers are set up for success. • Build and optimize Customer Success processes, playbooks, and metrics (e.g., retention, NRR, health scores, adoption). • Partner closely with CS Operations to improve tooling, reporting, and scalability. • Forecast customer risk and growth opportunities with accuracy and transparency.

• You will align with Sales to begin a relationship with your customers early in their journey with FireMon, setting the stage for a partnership • You will lead several onboarding engagements with your customers, ensuring adoption and ongoing engagement, and product satisfaction throughout the customer's journey • You will set up regular touchpoints with customers using a comprehensive engagement and communications strategy that will ensure high customer satisfaction • Perform periodic customer Experience account reviews that confirm satisfaction and expand FireMon use on the customer end • Implement and share best practices with the customer to ensure they are realizing the greatest possible value from FireMon • Use log data and usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction • Be the primary interface to manage and resolve critical situations • Partner with the Sales, Support, Training, Marketing and Professional Services teams to identify new opportunities to expand customer acquisition or use of FireMon products • Provide expert voice of the customer insight to Product Management, Development and Support on innovation and continuous improvement opportunities • Exceed all performance targets, including maintaining high retention and growth rates • Provide project leadership and organization for customers’ major FireMon project initiatives. • Maintain current functional and technical knowledge of the FireMon product line. • Document, prioritize and manage competing requests across simultaneous client engagements. • Utilize all tools and resources as directed to fully engage with assigned accounts and recommend process enhancements when gaps are found.

• Refine and scale core customer success processes such as onboarding, adoption planning, platform expansion, health monitoring, and quarterly business reviews • Partner with customers and internal stakeholders to drive product adoption, demonstrate value realization, and identify expansion opportunities • Lead customer advocacy initiatives including case studies, reference calls, and participation in customer advisory boards • Represent Picus customer success stories and best practices at events, panels, and webinars • Collaborate with Sales, Product, and Support teams to ensure seamless customer experience and resolution of escalations • Provide customer-driven feedback on product enhancements and feature requests • Willing to travel within the US for on-site customer meetings, training sessions, and key industry events

• Develop and maintain strong relationships with assigned clients, gaining a deep understanding of their business goals, challenges, and IT environments. • Serve as a trusted advisor to client stakeholders, ensuring alignment between IT services and business objectives. • Conduct regular client check-ins to assess satisfaction, gather feedback, and identify improvement opportunities. • Prepare and deliver Quarterly Business Reviews (QBRs) to demonstrate value, performance, and strategic recommendations. • Act as the primary escalation point for client concerns that fall outside standard service desk tickets. • Proactively identify risks and potential issues before they impact client operations. • Coordinate with internal technical teams to drive timely resolution of high-impact or complex issues. • Help clients understand, measure, and maximize the value delivered by IT services and solutions. • Identify and support cross-sell and up-sell opportunities within the assigned client base. • Translate client business goals into actionable IT strategies and technology roadmaps. • Monitor customer health metrics and analyze client data to support retention and satisfaction initiatives. • Collaborate closely with service delivery, engineering, and leadership teams to tailor solutions that meet client needs. • Provide regular internal updates on account status, risks, opportunities, and client feedback.