• Lead the Americas Regional Hub of Customer Success Managers (CSMs) to ensure the consistent delivery of high-quality, value-added engagement, driving customer outcomes and ensuring operational excellence. • Partner with Regional and Territory CS leaders to execute against Coupa’s GTM strategy to enhance customer engagement, satisfaction, product utilization and retention, collaborating with regional and global peers to ensure a consistent and high-quality customer experience. • Implement best practices and processes which support CSMs in successful engagement with their customers that guide them through each stage of the lifecycle. • Identify and drive strategies to help CSMs scale effectively across accounts including initiatives to digitize the Customer engagement experience. • Develop proactive strategies to improve adoption rates, customer retention (GRR) and growth (NRR). Identify risk signals early and implement targeted intervention plans to retain customers. • Serve as a customer-facing field leader, both proactively through account sponsorship as well as in response to inquiries, negotiations, and escalations. • Build, mentor, and lead a team of experienced Customer Value Managers. Foster a culture of continuous improvement, collaboration, and customer-centricity. • Model and innovate in the usage of customer success platforms, CRM systems, and analytics to monitor customer health, forecast retention, and track key success metrics.

• 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