• Own end-to-end delivery across all Dura Digital studios, ensuring our mission is reflected in every project we deliver • Lead delivery strategy, standards, and governance to ensure world-class execution across AI, data, design, engineering, and product engagements • Drive excellence across scope management, quality, timelines, financial performance, and client outcomes • Serve as the senior point of escalation for key client relationships, ensuring delivery aligns with expectations and strategic goals • Drive customer satisfaction across all engagements, ensuring clients feel empowered and supported through their AI-enabled transformation • Own delivery financials, including project profitability, margin targets, utilization, forecasting, and resourcing • Lead and mentor delivery leaders across global studios (Engineering, Data & AI, Human-Centered Design, Product) • Partner closely with Sales, Client Success, Marketing, Product, and studio leadership to align delivery operations with business strategy

• Work closely with Head of Strategic Accounts and Vice President of Customer Success to align growth strategies • Serve as a go-to resource for key customer stakeholders • Collaborate with product and engineering to develop product enhancements to support customers • Make it your mission to create an exceptional Passport experience for customers • Travel to client sites to build relationships with customers

• Support scaled-engagement model driving adoption, value realization, and retention • Collaborate with cross-functional teams including Product, Marketing, Services, Support, Growth, and Operations • Manage a portfolio of small to mid-market clients as primary contact and strategic advisor • Lead cross-functional initiatives for strategic, business-aligned outcomes • Monitor client satisfaction and track success metrics

• Take ownership of customer success in Portugal and Spain, including onboarding alignment, adoption, retention, and expansion • Establish the first structured CS rhythm for Iberia: touchpoints, segmentation, playbooks, and customer communication standards • Act as the internal voice of Iberia customers, sharing insights and product feedback with cross-functional teams • Manage strategic accounts with a 1:1 approach: stakeholder mapping, success plans, QBRs, risk mitigation, and expansion • Manage a high-volume base through scalable programs (One-to-Many), especially for onboarding and activation. • Identify churn risk signals and proactively act on them using health scoring, usage trends, and engagement metrics • Identify expansion opportunities (upgrades, add-ons, and broader adoption) and execute the right motion based on customer segment • Promote best practices around WhatsApp Business API setup, templates, messaging compliance, automation, and operational workflows • Help define Iberia segmentation, ICP learnings, and customer journey improvements • Collaborate with marketing and sales as the region grows, ensuring new customers enter with correct expectations and smooth handoffs