• Shape how Customer Success teams learn, communicate, and adopt new processes across F5. • Design next generation enablement experiences, elevating communication across the organization. • Ensure teams have the knowledge, tools, and confidence to deliver exceptional customer outcomes. • Develop strategies and content for CSM onboarding and accelerate product understanding. • Expand customer webinars into scalable multi-product programs, including messaging and assets. • Own the CS-wide communications framework, ensuring consistency and coordination across teams. • Serve as the primary change management lead for process and tool updates across the CS organization.

• Manage a group of enterprise software customers • Ensure customers are set up for long-term success • Proactively analyze and understand customer’s data • Collaborate with customers and ResMed commercial teams

• Lead the global TSD strategy across key markets, building and managing high-impact distributor partnerships, driving revenue growth, and optimizing pipeline and partner performance. • Accelerate partner-led revenue by aligning joint business plans, enabling co-selling, positioning partners as trusted advisors, and tracking KPIs to maximize pipeline, conversion, and MRR. • Oversee global partner enablement programs, including onboarding, training, and certifications, ensuring partners have the tools, resources, and support to succeed. • Design and manage partner programs, tiered benefits, and incentive structures, including commissions, to drive engagement, ROI, and measurable growth. • Streamline partner operations, remove roadblocks, optimize workflows, and drive adoption of partner portals and rules of engagement for consistent global execution. • Monitor partner performance, pipeline, and market trends, translating insights into actionable strategies to expand partnerships, prevent churn, and support growth. • Align partner initiatives with Sales, Marketing, IT, Product, and Customer Success, leading system and process improvements to ensure strategic execution and global visibility.

• Serve as the primary technical point of contact for Stainless's most strategic customers • Build and maintain strong relationships with technical stakeholders at customer organizations • Investigate, triage, and resolve complex technical issues, coordinating across engineering, product, and support teams • Manage escalations effectively, ensuring customers feel heard and issues are resolved quickly • Track and organize dozens of customer requests, issues, and initiatives across multiple accounts simultaneously • Translate customer needs and feedback into actionable insights for the product and engineering teams • Develop deep expertise in the Stainless platform and stay current with customer use cases • Proactively identify risks to customer satisfaction and work to address them before they escalate • Conversely, also identify areas for expansion for the customer to use new products and services!